E-Commerce Oncall Quality Assurance Trainer - GNE and Moderation-APAC Service (Singapore)

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About the team
E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Our mission is to provide world-class service and experience for customers, sellers and creators. The E-Commerce team is looking for a Quality Assurance Trainer to be responsible for maintaining an effective Quality Assurance and Training process within the Oncall Team. For new country launch, the role is also responsible for the SOP setup, local language translation, system and process test to meet the launch readiness requirements.

Responsibilities

• Ensure quality framework is in place based on business needs.
• 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 the Oncall operations team to improve quality performance.
• Research and understand customer expectations and needs to drive their satisfaction.
• Identify and develop individualized and group training plans to address varying needs.
• Effectively communicate updates and developments with team members, trainers and management.
• Produce statistical reports and insights on quality performance.
• Calibrate the Oncall process and knowledge within the APAC Oncall team. .
• Conducts continuous training and development programs for the trainees by formulating and facilitating training programs to enhance product knowledge and Oncall ticket handling skills.
• Develops curriculum to support classroom training and alternative training.
• Provides feedback on existing curriculum for training improvements.
• Prepares training booklets, administer tests and role-plays, as well as complete daily reports on your training experience.

Qualifications

Minimum Qualifications

• BA/BS degree or equivalent practical experience.
• 3+ years experience in quality or training, preferably within Customer Service.
• Eager to learn, initiative taker and problem-solver.
• Excellent written, verbal and interpersonal communication skills in English.
• Excellent skills for communicating and relating with both team members and customers.
• Work comfortably with Microsoft Word and Excel.
• Need to work over time during campaigns and promotional seasons.

Preferred Qualifications

• Experience in eCommerce or marketplace platform is a plus.
• Experience in driving improvement initiatives on quality, or training.
• Six Sigma Green Belt or Black Belt is a huge plus.

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.