E-commerce Cross Border Quality Assurance

6 days ago

Kuala Lumpur, Malaysia TikTok Full time

Responsibilities
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.

Description
E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Experience Team (SET) is part of the GNE organization. Our mission is to provide world-class service and experience for customers, sellers and creators. SET is looking for a Quality Assuarance Specialist role to be responsible for maintaining an effective Quality Assurance process within the service delivery team. For a new country launch, the role is also responsible for the SOP setup, local language translation, system and process test to meet the launch readiness requirements. We are open to hiring for this position in Kuala Lumpur.

Roles & Responsibilities
- Ensure a quality framework is in place based on the business types/facts by coordinating across regions and stakeholders;
- Implement a 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;
- Collaborate with other team members to continuously improve Quality Framework;
- 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 Outsource Quality Assurance staff;
- Be responsible for the initial Quality Assurance SOP setup, system and process test to meet the launch readiness requirements when business expands to new countries;
- Conduct coaching sections effectively and affectionately with staff on a regular basis;
- Assist training staff in preparing courses that empower team members for better customer service;
- Find out, analyze and present QA findings and coaching results to stakeholders;
- Actively works with the QA to ensure alignment of technical specifications and processes;
- Attends periodic calibration sessions with QA and Operations to ensure calibration on program-related issues.

**Qualifications**:

- BA/BS degree or equivalent practical experience;
- 3-5 years experience in quality assurance/control, preferably within Customer Service;
- Eager to learn, initiative taker, and problem-solver;
- Excellent written, verbal, and interpersonal communication skills;
- Excellent skills for communicating and relating with both team members and customers;
- Good written and verbal communication skills in English and Mandarin to work with external stakeholders;
- Experience in eCommerce or marketplace platforms is a plus;
- Work comfortably with Microsoft Word and Excel.

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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