Job Description

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 Support Center Team (SSC) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SSC is looking for a Quality Assurance Lead to develop the quality strategy and execution framework, build customer service proficiency to achieve the best customer experience consistently.

Responsibilities:

- Develop and define QA strategy, execution framework and learning curriculum

- Lead a team of QAT PMs to drive operations to reach CSAT and other quality goals; reduce fatal errors, improve auditing quality, and enhance coaching compliance.

- Closely collaborate with Knowledge Management and Training Program Managers to identify and prioritise monthly business critical learning needs ensure consistent targeting of learning solutions.

- Drive root cause analysis and implement key QA and/or Training programs and initiatives to drive improvement of customer service metrics such as quality, contact rate and contact time.

- Identify opportunities in global and regional operations and address them accordingly with framework or initiatives.

- Implement clear overall quality strategies with scalable processes, tools and systems that allow efficient monitoring of performance versus target.