TikTok Shop - Quality Assurance & Training Program Manager, Seller Onboarding Support

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Responsibilities

About Us
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us
Creation 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 team
Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users.
As part of GNE organization is our Service and Moderation Team (SMT), who deliver Customer Service to our Buyers, and Selling Partner Support to our Sellers & Creators.
The Selling Partner Support (SPS) team are looking for a Quality and Training Specialist role to be responsible for maintaining an effective Quality Assurance & Training Program Manager (QAT) process within the service delivery team.

Responsibilities
- Develop and implement clear quality and training strategy with clear co-relation to business OKR and setup scalable processes, tools and systems that allow efficient monitoring of performance versus target
- Ensure quality and training framework is in place based on the business types/facts by coordinating across regions and stakeholders.
- Access quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with operations teams to improve quality performance.
- Produce statistical reports and insights on quality and training performance.
- Work extensively with outsource TQA teams through calibration,certification sessions and effectively communicate updates to processes.
- Be responsible for the initial SOP setup, local language translation, system and process test to meet the launch readiness requirements when business expands to new countries.
- Develops curriculum to support classroom training and alternative training.
- Conducts continuous training and development programs for the trainees by formulating and facilitating training programs to enhance product knowledge.
- Quality Advocacy: Be the voice of quality in cross-functional teams, influencing decisions to ensure a more value adding merchant onboarding journey, even if it means challenging norms and developing new standards/methods.

Qualifications

Minimum Qualifications
- Qualification: BA/BS degree or equivalent practical experience, advanced degree preferred. Service quality related certification [e.g. (CQIA) from the ASQ]
- 3-5 years experience in quality and training, preferably within commercial/ecommerce vertical
- Quality management expertise, including developing and implementing quality control procedures, conducting audits, and managing quality assurance programs
- Analytical skills for monitoring quality metrics, identifying trends, and implementing corrective actions
- Adaptability: Thrive in a fast-paced and often ambiguous environment, demonstrating agility and resilience in response to changing priorities and challenges.

Preferred Qualifications & Experience
- Basic Trainer certification

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.