TikTok Shop - Quality Assurance Specialist

Job description

Our E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only users but also sellers and creators. We value user experience and work on policies, rules, products, and systems to ensure quality. The Service and Support Center Team (SSC) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. Our US Service team provides customer support to al US TikTok Shop buyers across their full end-to-end journey, including presales, logistics, and aftersales. The role is responsible for maintaining the quality standard across our service delivery framework, driving consistency and improving satisfaction. Roles & Responsibilities: - Ensure quality framework is in place based on business needs by coordinating across regions and stakeholders. - Execute 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 team to improve quality performance. - Research and understand customer expectation...