Quality Assurance Program Manager

4 semanas atrás


São Paulo, São Paulo, Brasil Tiktok Tempo inteiro

Job Title: Quality Assurance Program Manager - Commerce

About the Role:
As a Quality Assurance Program Manager - Commerce at TikTok, you will be responsible for ensuring the quality framework is in place based on business types and facts. You will coordinate across regions and stakeholders to implement a clear overall quality strategy with scalable processes, tools, and systems that allow efficient performance monitoring versus target.

Key Responsibilities:
Ensure quality framework is in place based on business types and facts
Coordinate across regions and stakeholders to implement quality strategy
Develop and implement scalable processes, tools, and systems for quality performance monitoring
Access quality issues, conduct root cause analysis, and recommend insights for improvement
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
Calibrate and certify in-house and outsourced trainers and subject matter experts
Be responsible for initial SOP setup, local language translation, system, and process test to meet launch readiness requirements

Qualifications:
Bachelor's degree or equivalent practical experience
Fluency in English and Portuguese 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

About TikTok:
TikTok 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 TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach.



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