TikTok Shop - Quality Assurance Specialist

Responsibilities

Our E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only users but also sellers and creators. We value user experience and work on policies, rules, products, and systems to ensure quality. The 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. Our US Service team provides customer support to al US TikTok Shop buyers across their full end-to-end journey, including presales, logistics, and aftersales.

The role is responsible for maintaining the quality standard across our service delivery framework, driving consistency and improving satisfaction.

Roles & Responsibilities:
- Ensure quality framework is in place based on business needs by coordinating across regions and stakeholders.
- Execute clear overall quality strategy with scalable processes, tools and systems.
- Access quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with operations team to improve quality performance.
- Research and understand customer expectations and needs to drive their satisfaction.
- Analyze reporting and reviewing of bad cases, arbitration and top quality drivers impacting key metrics to come up with solutions for improvement.
- Produce statistical reports and insights on quality performance.
- Collaborate with cross-functional teams to define action plans that resolve issues and drive continuous operational excellence.
- Support for QA tool readiness and train-the-trainer (TTT) sessions.
- 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

Minimum Qualifications:
- BA/BS degree or equivalent practical experience.
- +1 year experience in quality assurance, preferably within Customer Service.
- Eager to learn, initiative taker and problem-solver.
- Customer focus and proven results of improving the customer experience delivered by a rapidly growing team.
- Self-motivated, able to learn and work independently in global teams.

Preferred Qualifications:
- Experience in eCommerce or marketplace platform is a plus.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $70304 - $91200 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.