Responsibilities
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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The User Support Partner Operation Quality Specialist will report to the User Support Partner Manager with the goal of providing TikTok users a superior experience. This is the role for you if you are deeply passionate about user support, are counted on as a guru in your current user support role, and are interested in continuing your career in the world of support and learning development. You like moving quickly, and you believe in the power of TikTok. You are a user support contact center savvy individual with a focus on understanding the unique user experience and making a support team successful.
Who You Are:
- User first. You cannot imagine a world in which you're not working in a user support function. You prioritize the user in everything you do. You consistently immerse yourself in the user experience.
- Cool, calm, and organized. You're a systems thinker with a track record of managing multiple complex initiatives concurrently. You thrive in a fast-paced environment and constant change energizes you. You establish proactive processes to handle known and unknown changes and consistently iterate upon existing systems.
- Experienced learning and development expert. You use data and feedback to determine training plans, materials, and implementation to ensure a group of diverse team members can learn from it.
- You motivate and inspire a diverse team. You achieve results with speed without sacrificing quality. You know how to create a sense of urgency and excitement. You work alongside the team, modeling ideal behavior.
- Extraordinary communicator. You're an expert at concise and empathetic communications tailored to your audience. Effective written communication is your superpower. You're seasoned in communicating user feedback and needs to cross-functional stakeholders. You are proactive and solution-oriented.
The Opportunity:
We are looking for a Quality Specialist to join our growing team and play a vital role in ensuring the quality of our user support operations. You will be responsible for conducting audits of the quality processes delivered by our partner, acting as a Subject Matter Expert (SME) for specific languages and markets, and collaborating with internal teams to improve overall quality and customer satisfaction.
Responsibilities:
- Conduct in-depth audit analysis of the quality handled by our partners, ensuring adherence to established quality standards, SOP, and rubrics.
- Identify and analyze partner quality scoring discrepancies to maintain consistent evaluation across all cases.
- Act as a Subject Matter Expert (SME) for assigned languages and markets, providing guidance and support to both partner POCs and internal stakeholders.
- Participate in quality calibration sessions to ensure a unified approach to quality evaluation across BPO auditors.
- Develop and improve Standard Operating Procedures (SOPs) for BPO teams, addressing identified quality gaps and keeping them updated on best practices.
- Analyze and recommend improvements to existing quality processes with a focus on efficiency and effectiveness.
- Collaborate with regional teams on market-specific quality initiatives to tailor support delivery and enhance customer satisfaction in critical regions.
- Stay up-to-date on industry best practices and quality assurance methodologies.
Qualifications
Minimum Qualifications:
- Experience in a customer service or quality assurance role.
- Proven experience in conducting quality audits and evaluations.
- Strong analytical skills with the ability to identify trends and patterns in data.
- Ability to efficiently handle multiple tasks and requests from various sources simultaneously.
- Proficiency with computers, CRM software, and strong typing skills.
- Fluent in English as English is the working language of the company. Proficient in speaking and writing in languages other than English, particularly Japanese would be important as this position supports that market and will be responsible for understanding user feedback that is highly contextual along with providing feedback and creating documentation in Japanese for various stakeholders in the region.
Preferred Qualifications:
- Proficiency with computers, CRM software, and strong typing skills.
- Excellent attention to detail and a commitment to providing high-quality work.
- Experience working in a cross-functional environment and collaborating with diverse teams.
- Ability to work independently and manage multiple priorities effectively.
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.