TikTok Shop - Quality Assurance Program Manager
Core
Design and execute quality assurance strategies and frameworks to optimize customer service proficiency and purchase experience on TikTok Shop.
Role type
Senior IC Quality Assurance Program Manager
Builds
Customer service quality frameworks, training programs, and operational processes
Domain
E-commerce / Customer Experience
Required skills
Program management, Quality assurance, Coaching, Training, BPO management, Root cause analysis, Data-driven problem solving, Project management, KPI tracking, Process improvement
Preferred skills
E-commerce industry experience, AI proficiency, Workflow automation
Responsibilities
Develop QA strategy and execution frameworks, Drive root cause analysis for user dissatisfaction, Manage improvement projects for timely launches, Collaborate with stakeholders to prioritize learning needs, Present data-driven improvement opportunities, Execute daily operational actions for escalations and approvals
Seniority
Senior, hands-on IC