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. Global Moderation is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. Global Moderation is looking for a Regional Quality Assurance Leader who will be leading the Quality Assurance Team.
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.
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- 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.
Qualifications
Minimum Qualifications
- Bachelor's Degree in business administration, operations, or project management.
- 5+ years of 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.