TikTok Shop - Quality Assurance & Training Program Manager

teams to drive excellence in service and experience.

Responsibilities

• Conduct regular audits on agents' interactions to ensure adherence to TikTok Shop quality standards and processes.
• Analyze user experience data (e.g. surveys, QA dashboards) to identify service gaps and areas for improvement. Monitor vendor performance against compliance metrics and drive corrective actions.
• Lead bi-weekly calibration sessions with vendor teams to ensure consistent QA evaluations and provide regular reports on quality metrics and key improvement areas.
• Refine QA workflows to optimize both user experience and agent efficiency. Execute QA certification programs and ensure a user-first quality evaluation approach.
• Collaborate with SOP and regional teams to ensure alignment in processes and standards.
• Work with vendors to onboard training for new agents, ensuring a strong foundation in tools, SOP, quality standards, and service expectations.
• Design and implement refresher trainings, upskilling initiatives, and soft skills workshops.
• Evaluate training effectiveness using QA performance, user satisfaction metrics, and agent feedback.
• Maintain updated and engaging training materials aligned with evolving platform and user needs.
• Work with vendor trainers and supervisors to close knowledge or performance gaps through targeted coaching or learning plans.
• Partner with internal teams (SOP, Operations, Logistics, Payment, etc.) to troubleshoot quality issues and support training rollouts.

Qualifications

Minimum Qualifications

• 1+ years of experience in Quality Assurance, Customer Service Training, or e-commerce operations.
• Experience in facilitating both classroom and virtual training sessions, and creating training content.
• Strong ability to interpret QA data, identify trends, and connect them with training needs.
• Ability to pinpoint root causes and propose clear improvement solutions.
• Excellent verbal and written communication with strong stakeholder management ability.

Preferred Qualifications

• Comfortable working in a fast-paced, evolving environment with user-centric priorities.
• Experience in eCommerce or marketplace platforms.