TikTok Shop - Regional Quality Assurance Lead
Responsibilities
About the Team
E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop.
Roles & Responsibilities
- Lead and manage a team of quality analysts across the region, fostering a positive and collaborative team environment that promotes excellence, innovation and continuous improvement.
- Take ownership of all QA operations, develop and implement moderation quality strategies and processes that align with regional requirements, ensuring consistent service delivery and adherence for the E-commerce moderation team.
- Establish robust quality assurance processes and workflows to ensure accurate, efficient, and consistent content moderation.
- Monitor key metrics and performance indicators to track the effectiveness and efficiency of moderation operations and drive process improvements as needed.
- Closely collaborate with cross-functional teams (Governance, Vendor Operations, Sales, & Service teams) to address moderation related challenges, issues, and escalations.
- Proactively identify risk, issues and business insights for key stakeholder's focuses & actions such as policy, product, and systems.
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Qualifications
Minimum Qualifications
- Bachelor's Degree in business administration, operations, or project management.
- 5+ years' working experience in leadership role in technology sector (social media, enterprise, consumer, or e-commerce).
- Self-motivated with a track record in stakeholder management, problem-solving skills and able to thrive in an ambiguous working environment.
- Able to effectively engage with leadership, facilitate discussions about complex topics, influence, and reach agreements.
- Familiar with e-commerce compliance requirements and internet governance management, with an understanding of business sensitivity and risk awareness.
Preferred Qualifications
- Master's degree in business administration or operations related fields.
- Experience in Quality Assurance for e-commerce or marketplace platforms.
- Extensive knowledge of policy and moderation landscape.
- Experience managing large-scale operations spanning multiple domains and business units.
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- Short-Term Disability
- Long-Term Disability
- On-Site Gym
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Pet-friendly Office
- Happy Hours
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Company Equity
Professional Development
- Promote From Within
- Access to Online Courses
- Leadership Training Program
- Associate or Rotational Training Program
- Mentor Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
Hear directly from employees about what it is like to work at TikTok.