Global Ecommerce - Quality and Training Program Manager
Taguig Regular Operations Job ID: A146131
Responsibilities
About the Team Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service Support Centre is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop (TTS). Responsibilities - Lead and support BPO QA and Training teams to uphold high-quality moderation standards across all markets. - Develop and maintain a robust quality framework aligned with business needs to strengthen BPO QA practices and elevate customer experience standards. - Drive service quality consistency and identify quality issues through root cause analysis, generate actionable insights, develop improvement plans, and collaborate with operations to drive customer satisfaction through quality performance. - Participate in regular calibration sessions with QA and Operations teams to ensure alignment on program-related matters. - Audit, govern and monitor operational compliance with regional and global quality, training, and SOP standards. - Define and implement a comprehensive training strategy, execution framework, and learning curriculum to build agent proficiency and deliver exceptional customer experience. - Produce and analyze statistical reports and performance insights to monitor and improve quality metrics. - Calibrate and certify both in-house and outsourced trainers and subject matter experts to ensure consistent training standards. - Lead and support the successful rollout of new initiatives and product launches, including QA, training and SOP readiness. - Serve as the regional Subject Matter Expert on all Quality, Training, and SOP-related topics. - Collaborate with internal stakeholders to establish and continuously refine quality inspection standards, training, policies, processes and tools.
Qualifications
Minimum Qualifications - Bachelor's degree or equivalent practical experience. - Solid experience in customer service quality assurance and training operations. - Experienced in working with cross functional stakeholders, tech and non-tech teams. - Able to drive product enhancements in a fast paced environment. Preferred Qualifications - Experience in BPO as QA or training SME a plus. - E-commerce marketplace platform or Customer Service experience is a plus.
Job Information
About UsFounded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok, Lemon8, CapCut and Pico as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content.
Why Join ByteDance Inspiring creativity is at the core of ByteDance's mission. Our innovative products are 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 enrich life - a mission we work towards every day.
As ByteDancers, 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. 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
ByteDance 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 ByteDance, our mission is to inspire creativity and enrich life. 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.
