TikTok Shop

3 weeks ago

London, United Kingdom TikTok Full time

About the team

E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. SMT is looking for a Quality Assurance lead to be responsible for maintaining an effective Quality Assurance process within the service delivery team. Roles & Responsibilities:- Lead and manage a team of quality program managers and specialists to develop, implement and operate quality strategies and processes, ensuring consistent and excellent customer service delivery.- Proactively identify risk, issues and business insights for key stakeholder's focuses & actions such as policy, product, system, SOP etc.- Develop quality management framework driving continuous improvement in customer service delivery through systematic rootcause analysis, identification of defects in service process, delivery and SOPs.- Implement key programs and initiatives to drive improvement of customer service metrics such as contact rate, CSAT/SSAT and resolution rate - Implement clear overall quality strategies with scalable processes, tools and systems that allow efficient monitoring of performance versus target. - Identify opportunities in global and regional operations and address them accordingly with framework or initiatives.- Support new market launches (pre/post-launch) for QA tool readiness and train-the-trainer (TTT) sessions for new markets' QAs and support team. - Partner with Service Delivery leads to drive BPOs' quality goals attainment through ensuring BPO QA efficiency, reduction of fatal errors, auditing quality improvement and coaching compliance.

Minimum Requirements- Solid experience in quality assurance/control, preferably within Customer Service. - Able to effectively engage with leadership, facilitate discussions about complex topics, influence, and reach agreements.- Experience managing large-scale operations spanning multiple domains and business units.- Self-motivated with a track record in stakeholder management, problem-solving skills and able to thrive in an ambiguous working environment. Preferred Requirements- BA/BS degree or equivalent.- Experience leading global QA teams in E-Commerce or marketplace platforms. - Familiar with e-commerce compliance requirements and internet governance management, with a certain level of business sensitivity and risk awareness.- Ability to work well as part of a team and drive multiple complex projects under given timelines.- Inhouse and/or BPO engagement and management experience.

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