Brazil Quality Assurance Program Manager

6 meses atrás

Sao Paulo, Brasil ByteDance Tempo inteiro

ByteDance is a global incubator of platforms at the cutting edge of commerce, content, entertainment, and enterprise services - over 2.5 billion people interact with ByteDance products, including TikTok

Why Join Us
Creation is the core of ByteDance's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible.
Together, we inspire creativity and enrich life - a mission we aim towards achieving every day.
To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At ByteDance, we create together and grow together. That's how we drive impact - for ourselves, our company, and the users we serve.
Join us.

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 a Quality Assurance Program Manager role to set up the quality standard across the country service delivery framework, drive consistency and improve satisfaction eventually.

Roles & Responsibilities
- Analyze and maintain all core metrics for service SLA requirements, dispute, and implement improvement plans as needed.
- Drive root cause analysis, and implement key programs and initiatives to drive improvement of customer service metrics such as contact rate, CSAT, and contact time.
- Implement clear overall quality strategies with scalable processes, tools and systems that allow efficient monitoring of performance versus target.
- Support analysis of agents' performance monitoring in each region's market. Analysis of global QA best practices, implement key programs and initiatives to drive improvement of QA scores and other key metrics such as CSAT.
- Build, maintain and improve internal training process, systems and knowledge base.
- Manage and review each function report and come up with solutions. Reviewing of bad cases, arbitration and top quality drivers impacting key metrics.
- Collaborate with cross-functional teams to define action plans that resolve issues and drive continuous operational excellence.
- Create BRDs, conduct UATs and launch QA products/programs for service delivery to improve operational excellence.
- Calibrate and set benchmark scores with regional/global QAs and global trainers to maintain consistency in quality evaluations based on updated SOP, tools and quality metrics.
- Bachelor degree or above.
- Detail oriented person, solid work experience in analytical and problem solving positions (e.g. customer services KPIs and processes).
- Problem solver, able to work in a diverse, fast-paced environment with previous analytical experience (i.e. proficient in Excel and able to structure / analyze dashboards).
- Customer focus and proven results of improving the customer experience delivered by a team of teams.
- Excellent written and spoken communication skills to coordinate processes and projects involving internal and external stakeholders.
- Ability to deal with multiple requests that include administrative work.
- Self-motivated, able to learn and work independently in global teams.
- Experience in the eCommerce industry is a plus.
- Second language proficiency is a plus.

ByteDance 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 ByteDance, our mission is to inspire creativity and enrich life. 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.

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