TikTok Shop - Quality Assurance Program Manager
Madrid, Spain
Why you should apply for a job to TikTok:
4.5/5 in overall job satisfaction
4.5/5 in supportive management
100% say women are treated fairly and equally to men
100% would recommend this company to other women
100% say the CEO supports gender diversity
Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.
#7502445653055965458
Position summary
ess.
- Quality Monitoring: Ensure effective monitoring, feedback and coaching to associates on a daily basis, with effective quality improvement
- Resolution: Identify quality improvements that will elevate associate ability to deliver true resolutions delivered to our customers and partners
- Efficiency: Identify productivity improvements that will elevate associate ability to handle more tickets with no impact to quality, or resolution
- Knowledge: Assess knowledge gaps impacting resolution or efficiency, conduct root cause analysis, develop and execute improvement plan
- Removing Friction: Partner with Regional Voice of Customer (VOC) and Training teams to identify customer friction points caused by gaps in our training curriculum or quality framework, and address to reduce customer effort.
- Brand Voice: Review scripts, tickets and IM_Chats to ensure the fun & engaging tone in our responses conveys both our brand and true resolution.
Qualifications
Minimum Qualifications
- Bachelor's degree or equivalent practical experience required.
- Experience in giving feedbacks or have an understanding about feedback structure
Preferred Qualifications:
- BPO outsourced vendor experience is preferred, but not essential.
- Experience in e-commerce or marketplace platforms is advantageous
- Lean Six Sigma Yellow+ Belt qualification
Why you should apply for a job to TikTok:
4.5/5 in overall job satisfaction
4.5/5 in supportive management
100% say women are treated fairly and equally to men
100% would recommend this company to other women
100% say the CEO supports gender diversity
Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.