Responsibilities
About Us
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
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About the team
Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Moderation Team (SMT) is part of the GNE organisation. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience.
We are looking for a Quality and Training Specialist role to be responsible for maintaining an effective Quality Assurance and Training process within the service delivery team.
How the Role contributes to our Mission: Enabling our BPO network to manage customer contacts effectively inline with our processes, to ensure we identify & deliver a solution that meets our customers' needs.
Responsibilities
- Ensure quality framework is in place based on the business types/facts by coordinating across regions and stakeholders.
- Implement clear overall quality strategy with scalable processes, tools and systems that allow efficient monitoring of performance versus target.
- Access quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with operations teams to improve quality performance.
- Research and understand customer expectations and needs to drive their satisfaction.
- Identify and develop individualised and group training plans to address varying needs.
- Effectively communicate updates and developments with team members, trainers and management.
- Produce statistical reports and insights on quality performance.
- Calibrate and certify In-house and Outsource trainers and subject matter experts.
- Be responsible for the initial SOP setup, local language translation, system and process test to meet the launch readiness requirements when business expands to new countries.
- Conducts continuous training and development programs for the trainees by formulating and facilitating training programs to enhance product knowledge and customer service skills.
- Develops curriculum to support classroom training and alternative training.
- Provides feedback on existing curriculum for training improvements.
- Prepares training booklets, administer tests and role-plays, as well as complete daily reports on your training experience.
- Actively works with the QA to ensure alignment of technical specifications and processes.
- Attends periodic calibration sessions with QA and Operations to ensure calibration on program-related issues.
Qualifications
Minimum Qualifications
- BA/BS degree or equivalent practical experience.
- Proven experience in quality and training, preferably within Customer Service.
- Experienced in developing and executing training programs.
- Good written and verbal communication skills in English & Italian.
- Work comfortably with Microsoft Word and Excel.
Preferred Qualifications
- Experience in Commerce or platforms is a plus.
- Excellent written, verbal and interpersonal communication skills.
- Excellent skills for communicating and relating with both team members and customers.
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.