Quality Assurance and Training Program Manager

Responsibilities
About Us
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.

About the Team
The Governance and Experience team is a global team responsible for ensuring that our platform provides a safe, welcoming, and enjoyable experience for our Merchants, Creators and our community. We value user satisfaction and work on policies, rules and systems to ensure quality.

Description
Description
Brazil Commerce function is looking for a Quality Assurance and Training Specialist role to be responsible for maintaining an effective Quality Assurance and Training process within the Service Delivery team. The role is also responsible for the SOP setup, local language translation, system and process test to meet the readiness requirements. We are open to hiring for this position in São Paulo, Brazil.

Roles & Responsibilities
- Ensure quality framework is in place based on the business types/facts by coordinating across regions and stakeholders
- Implement clear overall quality strategy with scalable process, tools and systems that allow efficient monitoring of performance versus target
- Access quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with operations team to improve quality performance
- Research and understand customer expectations and needs to drive their satisfaction
- Develop and manage overall training curriculum and schedules
- 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 the initial SOP setup, local language translation, system and process test

**Qualifications**:

- BA/BS degree or equivalent practical experience
- 3-5 years experience in quality and training, preferable within Customer Service
- Experience developing and managing Quality Assurance programs
- Experience developing and managing a training curriculum
- Excellent skills for communicating and relating with both team members and customers
- Excellent written and verbal communication skills in English and Brazilian Portuguese
- Experience in eCommerce or marketplace platforms is a plus
- Instructional Design certification are a plus
- Need to work over time during campaigns and promotional seasons
- Work comfortably with Microsoft Word and Excel

D&I Statement
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. We are passionate about this and hope you are too.