Moderation Quality Assurance Market Lead, Tiktok

6 months ago

Kuala Lumpur, Malaysia TikTok Full time

Responsibilities
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

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

About the team
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 an in-market Quality Assurance Leader role to oversee the overall quality of our E-commerce moderation teams.

**Responsibilities**:

- Establish quality management mechanisms and processes for E-commerce moderation, with focus on the local Market.
- Supervise a team of high-performing Quality Assurance Analysts tasked with spearheading process improvement initiatives for moderation policies, systems, and platforms.
- Identify areas for process improvement, strategical policy reform, and implementing measures to enhance quality and efficiency of moderation tasks.
- Systematically evaluate project outcomes, suggest refinements, and uphold quality metrics to foster continuous improvement, innovate moderation guidelines, and expand product features (TCS, etc.).
- Collaborate with cross functional stakeholders to develop and streamline operational processes and policies, ensuring the quality and efficiency of moderation activities.
- Establish workflows for handling insights generated by moderation teams, formulate precise action plans, project charters to improve existing policies.
- Develop mitigation strategies through identifying risks and opportunities across multiple projects within the organisation.

**Qualifications**:
Minimum Qualifications
- Bachelor's Degree or equivalent education/experience, an advanced degree is preferred.
- Proficiency in English, and Bahasa Melayu in both written and spoken, is required for this role.
- Strong time management, risk management, and written and verbal communication skills.
- Good knowledge of Excel/Google Sheets/Feishu sheets to support basic data analysis and visualization.
- Analytical mindset with the ability to drive process improvements.

Preferred Qualifications
- Master's degree in business administration or operations related fields.
- Experience in E-Commerce or marketplace platforms.
- Able to effectively engage with leadership, facilitate discussions about complex topics, influence, and reach agreements.
- Self-motivated with a track record in stakeholder management, problem-solving skills and able to thrive in an ambiguous working environment.

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.

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