Job Description
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.Why Join UsCreation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? 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 TeamE-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.ResponsibilitiesSet 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.
Responsibilities + Skills
Education
Bachelor's Degree in business administration, operations, or project management.
Experience
Minimum 3 years' working experience in quality management role in a major tech or media company, with at least 2 years' experience in a people management role.Track record in managing quality metrics and leading improvement in measurement systems.
