TikTok Commerce - Quality Assurance and Training Program Manager

. Join us.

About the Team
Governance and Experience (GNE) is a global team striving to achieve full satisfaction from partners and promoting a sustainable and risk-free sales environment. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences. SMT is looking for a Moderation Quality Assurance and Training Program Manager.

Responsibilities

• Develop and define QA and Training strategy, execution framework and learning curriculum.
• Utilize quality management/training tools to strategically drive operations to reach the QA goals & lead training efforts across regional teams.
• Deep understanding of content moderation guidelines and moderation strategies to drive root cause analysis & conduct trainings.
• Collaborate with stakeholders (i.e. policy teams) and develop quality inspection standards, to continuously optimize & refine policies, processes and platforms.
• Collaborate & lead BPO Quality Assurance/Training teams to ensure a high quality standard of moderation quality.
• Work closely with partner operations & SOP teams to enhance moderation policies through identifying quality & product risks.
• Initiate, lead & guide small/medium scale projects, pilot implementation of new platforms and tool functionalities aimed at enhancing moderation training & quality.
• Participate in large scale projects, aimed at identifying shortcomings or opportunities, provide business requirements (BRDs) from a moderation quality viewpoint.

Qualifications

Minimum Qualifications

• Bachelor's Degree in education, business administration or training related fields.
• 3+ years' working experience in training and quality analysis.
• Track record in developing and implementing quality assurance and training solutions in the tech industry.

Preferred Qualifications

• Master's degree in education, business administration or policy related fields.
• Able to effectively engage with leadership, facilitate discussions about complex topics, influence, and reach agreements.
• Self-motivated with a track record in stakeholder management, problem-solving skills and able to thrive in an ambiguous working environment.

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.