TikTok Shop - Quality Assurance Program Manager

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.



Responsibilities

- Monitor the execution of improvement plans to ensure the team is meeting all performance-related metrics (Accuracy, AHT, etc.)

- Scale the quality assurance program. Identify ongoing issues and eliminate repeat issues, reducing error rates to enhance the operating process and improve overall users’ experience in TikTok e-commerce.

- Identify the true root cause of low performance and implement scalable resolutions.

- Coordinate with other teams/ departments to resolve customer issues, follow up, and close the loops with all teams involved.

- Partner with Policy, Analytics, and Training Program Manager to coach the moderation team agents on errors

- Work with the GNE enforcement cross-functional teams to identify collaboration opportunities and share feedback and insights.

- Lead and facilitate effective communication between orgs, functions, and teams, by building strong partnerships, moving between communication styles, and developing clear and transparent communication related to programs and processes.