Quality Assurance Program Manager

4 semanas atrás


São Paulo, São Paulo, Brasil Tiktok Tempo inteiro

**About Us**

TikTok is a global incubator of platforms at the cutting edge of commerce, content, entertainment, and enterprise services. Our platform connects people from across the globe, and so does our workplace.

**Job Description**

We are looking for a Quality Assurance Program Manager to join our Governance and Experience team. As a key member of our team, you will be responsible for ensuring that our quality framework is in place based on business types and facts. This involves coordinating across regions and stakeholders to implement a clear overall quality strategy with scalable processes, tools, and systems.

**Responsibilities**

- Ensure quality framework is in place based on business types and facts.

- Implement clear overall quality strategy with scalable processes, tools, and systems.

- Access quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with operations teams to improve quality performance.

- Research and understand customer expectations and needs to drive satisfaction.

- Identify and develop individualized and group training plans to address varying needs.

- Effectively communicate updates and developments with team members, trainers, and management.

- Produce statistical reports and insights on quality performance.

- Be responsible for initial SOP setup, local language translation, system, and process test to meet launch readiness requirements when business expands to new countries.

**Requirements**

Bachelor's degree or equivalent practical experience.

- Fluency in English is required for the role.

- 3 years of experience in training, preferably in customer service.

- Excellent written, verbal, and interpersonal communication skills.

- Experienced in developing and executing training programs.



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