TikTok Shop - Quality Assurance Program Manager

TikTok (Thailand) (Bangkok, Bangkok City, Thailand)

Bangkok, Thailand

TikTok is the world's leading destination for short-form video. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible. Our employees lead with curiosity, and move at the speed of culture. Combined with our company's flat structure, you'll be given dynamic opportunities to make a real impact on a rapidly expanding company as you grow your career. We have offices across Asia Pacific, the Middle East, Europe, and the Americas – and we're just getting started.

Detail posisi

The TikTok Shop - Quality Assurance Program Manager is responsible for maintaining an effective Quality Assurance process within the service delivery team, ensuring a safe and trustworthy marketplace for users and partners.

Kewajiban

• Ensure quality framework is in place based on the business types/facts by coordinating across regions and stakeholders.
• Implement clear overall quality strategy with scalable processes, tools and systems that allow efficient monitoring of performance versus target.
• Access quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with operations teams to improve quality performance.
• Research and understand customer expectations and needs to drive their satisfaction.
• Produce statistical reports and insights on quality performance.

Kualifikasi

• BA/BS degree or equivalent practical experience.
• 3+ years of experience in quality assurance, preferably within Customer Service.
• Demonstrates eagerness to learn, initiative-taking abilities, and strong problem-solving skills.
• Possesses excellent written, verbal, and interpersonal communication skills, with experience in developing and executing training programs.
• Skilled in communicating effectively with both team members and customers, with proficiency in English and the specified language for the market.
• Experience in e-commerce or marketplace platforms is advantageous, and willingness to work overtime during campaigns and promotional seasons is required.
• Comfortable working with Microsoft Word and Excel.
• Experience in eCommerce platforms in the relevant region.
• People-oriented, self-motivated and able.