Shop - Quality Assurance Specialist

Responsibilities

Our E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only users but also sellers and creators. We value user experience and work on policies, rules, products, and systems to ensure quality. The Service and Support Center Team (SSC) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of Tik Tok Shop.

Our US Service team provides customer support to all US Tik Tok Shop buyers across their full end-to-end journey, including presales, logistics, and aftersales.

The role is responsible for maintaining the quality standard across our service delivery framework, driving consistency and improving satisfaction.

• Ensure quality framework is in place based on business needs by coordinating across regions and stakeholders.
• Execute clear overall quality strategy with scalable processes, tools and systems.
• 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.
• Analyze reporting and reviewing of bad cases, arbitration and top quality drivers impacting key metrics to come up with solutions for improvement.
• Produce statistical reports and insights on quality performance.
• Collaborate with cross-functional teams to define action plans that resolve issues and drive continuous operational excellence.
• Support for QA tool readiness and train-the-trainer (TTT) sessions.
• Calibrate and set benchmark scores with regional QAs and global trainers to maintain consistency in quality evaluations based on updated SOP, tools and quality metrics.

• BA/BS degree or equivalent practical experience.
• +1 year experience in quality assurance, preferably within Customer Service.
• Eager to learn, initiative taker and problem-solver.
• Customer focus and proven results of improving the customer experience delivered by a rapidly growing team.
• Self‑motivated, able to learn and work independently in global teams.

• Experience in eCommerce or marketplace platform is a plus.

Tik Tok is the leading destination for short‑form mobile video. At Tik Tok, our mission is to inspire creativity and bring joy. Tik Tok'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.

Inspiring creativity is at the core of Tik Tok'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.

Tik Tok 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 Tik Tok, 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.

Tik Tok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need…