Tiktok Shop

**Responsibilities**: About the Team 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. Our mission is to provide world-class service and experience for customers, sellers and creators. We are looking for a highly motivated Quality Assurance & Trainer Program Manager to support TikTok Shop operations. This hybrid role combines QA responsibilities by ensuring the highest standards of user experience with training duties, focusing on upskilling frontline customer service agents through onboarding programs and continuous learning initiatives. This role will conduct audits, host calibrations, design and deliver training programs, and collaborate with cross-functional teams to drive excellence in service and experience. Responsibilities - Conduct regular audits on agents’ interactions to ensure adherence to TikTok Shop quality standards and processes. - Analyze user experience data (e.g. surveys, QA dashboards) to identify service gaps and areas for improvement. Monitor vendor performance against compliance metrics and drive corrective actions. - Lead bi-weekly calibration sessions with vendor teams to ensure consistent QA evaluations and provide regular reports on quality metrics and key improvement areas. - Refine QA workflows to optimize both user experience and agent efficiency. Execute QA certification programs and ensure a user-first quality evaluation approach. - Collaborate with SOP and regional teams to ensure alignment in processes and standards. - Work with vendors to onboard training for new agents, ensuring a strong foundation in tools, SOP, quality standards, and service expectations. - Design and implement refresher trainings, upskilling initiatives, and soft skills workshops. - Evaluate training effectiveness using QA performance, user satisfaction metrics, and agent feedback. - Maintain updated and engaging training materials aligned with evolving platform and user needs. - Work with vendor trainers and supervisors to close knowledge or performance gaps through targeted coaching or learning plans. - Partner with internal teams (SOP, Operations, Logistics, Payment, etc.) to troubleshoot quality issues and support training rollouts. **Qualifications**: Minimum Qualifications - 1+ years of experience in Quality Assurance, Customer Service Training, or e-commerce operations. - Experience in facilitating both classroom and virtual training sessions, and creating training content. - Strong ability to interpret QA data, identify trends, and connect them with training needs. - Ability to pinpoint root causes and propose clear improvement solutions. - Excellent verbal and written communication with strong stakeholder management ability. Preferred Qualifications - Comfortable working in a fast-paced, evolving environment with user-centric priorities. - Experience in eCommerce or marketplace platforms. Job Information 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 we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo. Why Join Us Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect - and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day. We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us. Diversity & Inclusion 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.