TikTok Shop - Regional Quality Assurance Lead

Responsibilities

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. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. Roles & Responsibilities

• Lead and manage a team of quality analysts across the region, fostering a positive and collaborative team environment that promotes excellence, innovation and continuous improvement.


• Take ownership of all QA operations, develop and implement moderation quality strategies and processes that align with regional requirements, ensuring consistent service delivery and adherence for the E-commerce moderation team.


• Establish robust quality assurance processes and workflows to ensure accurate, efficient, and consistent content moderation.


• Monitor key metrics and performance indicators to track the effectiveness and efficiency of moderation operations and drive process improvements as needed.


• Closely collaborate with cross-functional teams (Governance, Vendor Operations, Sales, & Service teams) to address moderation related challenges, issues, and escalations.


• Proactively identify risk, issues and business insights for key stakeholder's focuses & actions such as policy, product, and systems.

Minimum Qualifications

• Bachelor's Degree in business administration, operations, or project management.


• 5+ years' working experience in leadership role in technology sector (social media, enterprise, consumer, or e-commerce).


• Self-motivated with a track record in stakeholder management, problem-solving skills and able to thrive in an ambiguous working environment.


• Able to effectively engage with leadership, facilitate discussions about complex topics, influence, and reach agreements.


• Familiar with e-commerce compliance requirements and internet governance management, with an understanding of business sensitivity and risk awareness.

Preferred Qualifications

• Master's degree in business administration or operations related fields.


• Experience in Quality Assurance for e-commerce or marketplace platforms.


• Extensive knowledge of policy and moderation landscape.


• Experience managing large-scale operations spanning multiple domains and business units.