TikTok Shop - Moderation Quality Assurance Program Manager

Responsibilities

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. Global Moderation is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. Global Moderation is looking for a Moderation Quality Assurance Program Manager to build, lean and sharpen our team's operation processes and make recommendations to improve our overall moderation quality.

To be successful as an Moderation Quality Assurance Program Manager, you should be able to understand complex data sets, identify shortcomings or opportunities, multi-tasking and participate in different projects. Most importantly, you should be able to build and optimise our current operational procedures, using advanced lean process methodology to standardise and improve our QA functions in order to improve overall e-commerce moderation quality. Meanwhile, work very closely with management and/or XFN team to get the project done before deadlines.

Roles & Responsibilities
- Overall responsible for building and optimising our current operational procedures, using advanced lean process methodology to improve our QA functions in order to improve overall e-commerce moderation quality.
- Overall responsible for standardizing, leaning and sharpening current workflows (including offline/online QA activities, RCA analysis or other regular QA analytics), producing and documenting all workflows/SOPs and cascading to different QA teams globally.
- Responsible for evaluating the priority of different projects and promoting projects as the process-professional.
- Follow up the Quality Assurance operational works, support the operation effect and give optimization suggestions through process improvements.
- Working closely with the training team and QA team leaders, gathering issues/blockers and resolving them through advanced process methodology.
- Participate in different projects, brainstorming, identify shortcomings or opportunities, give certain suggestions from a process-pro point of view.

Qualifications

Minimum Qualifications
- BA/BS degree or equivalent practical experience.
- 3+ years experience in e-commerce safety and quality analysis.
- Demonstrates eagerness to learn, initiative-taking abilities, and strong problem-solving skills.
- Possess excellent communication skills.

Preferred Qualifications
- Familiar with E-commerce compliance requirements and internet governance management, with a certain level of business sensitivity and risk awareness.
- People-oriented, self-motivated and able to thrive in ambiguity and in a matrix environment.