Customer Service Quality Analyst

e. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community.

ADSEO-CSS team, which is providing customer service system construction and project operation services for all international products of ByteDance. Currently, the customer service projects include PICO, Capcut, Resso, Fizzo, and Soundon.

It is possible that this role will be exposed to harmful content as part of the core role/as part of project/ in response to escalation requests/by chance.

Some content viewed may violate our community guidelines which include but are not limited to bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; murder.

What will I be doing:

1. Regularly assess and provide feedback to improve customer interaction.
2. Analyze quality gaps and propose recommendations through KPI monitoring.
3. Collect and analyze customer service data to generate comprehensive report.
4. Provide adhoc support and optimization suggestions for SOP/workflow.
5. Collaborate with teams to implement quality improvement initiatives according to business requirements.
6. Conduct meetings and briefings to ensure consistency with product strategies.
7. Assess training needs and deliver courses to enhance performance and policy understanding

What should I bring with me:

1. Bachelor degree or equivalent qualification/experience, an advance degree is preferred.
2. At least 1 (one) year of QA experience, customer working-related experience is preferred.
3. Good capability of English and Mandarin, as it will be a Mandarin-based project.
4. Good data analysis ability, and ability to independently work out and process all kind of analysis report.
5. Good communication, execution, and resistance to pressure.
6. Good at logical thinking and judgement.
7. Be concientious and responsible, and have good spirit of collaboration.
8. Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
9. Your resilience and commitment to self-care to manage the emotional demands of the role.

Trust & Safety recognises that keeping our platform safe for TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining. We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.

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.