TikTok Shop - Quality Assurance Market Leader

? 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
E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SMT is looking for an in-market Quality Assurance lead role to oversee the overall quality of our E-commerce moderation teams.

Responsibilities

• Set up and standardize quality management mechanisms and processes for the E-commerce moderation team with focus on the SEA market.
• Set up and manage quality targets and key performance indicators for the in-market team and Business Partners.
• Conduct coaching and calibration sessions with the in-market team and Business Partners to ensure adherence to operational policies and processes.
• Develop and optimize working processes to ensure moderation quality and efficiency.
• Develop workflows to manage insights from moderation teams and create clear action plans to enhance current policies.
• Work with cross-functional teams to identify risks and opportunities across multiple projects within the organisation.
• Continuously evaluate outcomes, propose improvements, and ensure consistent quality measurements throughout the operation.

Qualifications

Minimum Qualification

• Bachelor's Degree in business administration, operations, or project management.
• 5+ years' working experience in quality management role in a major tech or media company, with at least 3 years' experience in a people management role.
• Track record in managing quality metrics and leading improvement in measurement systems.
• Familiar with e-commerce compliance requirements and internet governance management, with a certain level of business sensitivity and risk awareness.

Preferred Qualification

• Experience in E-Commerce or marketplace platforms.
• 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.

#LI-Onsite