TikTok Shop - Quality Assurance and Training Lead

About UsTikTok 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 UsCreation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible. Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day. To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve. Join us. About the TeamE-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. Roles & Responsibilities1. Conduct coaching and calibration sessions to ensure that operational policies and processes are being applied consistently;2. Analyze and maintain all core metrics for service SLA requirements, dispute, and implement improvement plans as needed;3. Design and deliver comprehensive training programs for new and existing customer service team members;4. Collaborate with department heads to identify training needs and develop targeted initiatives;5. 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;6. Implement clear overall quality strategies with scalable processes, tools and systems that allow efficient monitoring of performance versus target;7. 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;8. Build, maintain and improve internal training process, systems and knowledge base;9. Manage and review each function report and come up with solutions. Reviewing of bad cases, arbitration and top quality drivers impacting key metrics;10. Collaborate with cross-functional teams including logistics, payment, product and operations to define action plans that resolve issues and drive continuous operational excellence;11. Create BRDs, conduct UATs and launch QA and Training products/programs to improve operational excellence;12. Support new market launches (pre/post-launch) for QA tool readiness and train-the-trainer (TTT) sessions for new markets' QAs and support team;13. Calibrate and set benchmark scores with regional QAs and Trainers and global trainers to maintain consistency in quality evaluations based on updated SOP, tools and quality metrics;14. Lead initiatives to streamline processes and optimize service delivery;15. Collaborate with cross-functional teams to implement process improvements;16. Ensure alignment of projects with organizational goals and objectives. 1. BA/BS degree or equivalent practical experience;2. 5 years experience in managing a middle size team with 3 years of work experience in analytical and problem solving positions (. customer services KPIs and processes);3. Problem solver, able to work in a diverse, fast-paced environment with previous analytical experience (. 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, strong leadership, self-motivated and able to thrive in ambiguity and in a matrix environment;7. Experience in the E-commerce industry is a plus.