Tiktok E-commerce

3 months ago

London, United Kingdom TikTok Full time

Responsibilities
About Us
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
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.

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. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SMT is looking for a QA team lead to set up the quality standard across all country/region service delivery framework, drive consistency and improve satisfaction eventually.

Roles & Responsibilities
1. A people manager to manage a global working group, set up and standardize quality management mechanisms and processes for the E-commerce QA team;
2. Conduct coaching and calibration sessions to ensure that operational policies and processes are being applied consistently;
3. Analyze and maintain all core metrics for service SLA requirements, dispute, and implement improvement plans as needed;
4. Drive root cause analysis, and implement key programs and initiatives to drive improvement of customer service metrics such as contact rate, CSAT, and contact time;
5. Implement clear overall quality strategies with scalable processes, tools and systems that allow efficient monitoring of performance versus target;
6. Support analysis of agents' performance monitoring in each region's market. Analysis of global QA best practices, implement key programs and initiatives to drive improvement of QA scores and other key metrics such as CSAT;
7. Build, maintain and improve internal training process, systems and knowledge base;
8. Manage and review each function report and come up with solutions. Reviewing of bad cases, arbitration and top quality drivers impacting key metrics;
9. Collaborate with cross-functional teams including logistics, payment, product and operations to define action plans that resolve issues and drive continuous operational excellence;
10. Create BRDs, conduct UATs and launch QA products/programs to improve operational excellence;
11. Support new market launches (pre/post-launch) for QA tool readiness and train-the-trainer (TTT) sessions for new markets' QAs and support team;
12. Calibrate and set benchmark scores with regional QAs and global trainers to maintain consistency in quality evaluations based on updated SOP, tools and quality metrics.

**Qualifications**:
1. BA/BS degree or equivalent practical experience;
2. 5 years of work experience in analytical and problem solving positions (e.g. customer services KPIs and processes);
3. Problem solver, able to work in a diverse, fast-paced environment with previous analytical experience (i.e. proficient in Excel and able to structure / analyze dashboards);
4. Customer focus and proven results of improving the customer experience delivered by a team of teams;
5. Excellent written and spoken communication skills to coordinate processes and projects involving internal and external stakeholders;
6. Ability to deal with multiple requests that include administrative work;
7. Strong leadership, self-motivated and able to thrive in ambiguity and in a matrix environment;
8. Experience in the eCommerce industry is a plus.

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.

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