TikTok Shop - Quality Assurance Program Manager

Responsibilities

Our E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only users but also sellers and creators. We value user experience and work on policies, rules, products, and systems to ensure quality. The Service and Support Center Team (SSC) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SSC is looking for a Quality Assurance (QA) Program Manager role to set up the quality strategy and execution framework, build customer service proficiency, identify gaps and opportunities by leveraging customer insights analysis and problem solving to achieve the best customer experience consistently.

Responsibilities:
- Develop and define QA strategy, execution framework and learning curriculum.
- Manage all QA related projects ensuring timely launches, train the regional teams to use it, and make sure it is fully utilized by operational teams.
- Drive operations to reach the QA goals set by the global team, supporting them to reduce fatal errors, improve auditing quality, and enhance coaching compliance.
- Closely collaborate with Knowledge Management and Training Program Managers to identify and prioritise monthly business critical learning needs ensure consistent targeting of learning solutions.
- Drive root causes analysis and implements key QA and Training programs and initiatives to drive improvement of customer service metrics such as quality, contact rate and contact time.
- Identify opportunities in global and regional operations and address them accordingly with framework or initiatives.
- Implement clear overall quality strategies with scalable processes, tools and systems that allow efficient monitoring of performance versus target.
- Support global QA operations by managing pre-and-post-launch tool integration and empowering leadership through comprehensive Train-the-Trainer sessions.
- Develop effective intelligence and business insight strategy based on analysis and assessment of customer inputs and satisfaction scores. Present feedback results to leadership teams to reinforce overall drivers of our customer's experience and provide actionable recommendations for improvements.