04 feb
Tiktok
Tamazunchale
TikTok Commerce - Quality Assurance Training Program ManagerLocation:Employment Type: RegularJob Code: A115599ResponsibilitiesTikTok is the leading destination for short-form mobile video.
Our mission is to inspire creativity and bring joy.
We are looking for passionate talents to join us in building a commerce ecosystem that is innovative, secure, and intuitive for our users.Ensure that the quality framework is in place based on the business types/facts by coordinating across regions and stakeholders.Implement a clear overall quality strategy with scalable processes, tools, and systems that allow efficient performance monitoring versus target.Assess quality issues, conduct root cause analysis, recommend insights,
develop improvement plans, and collaborate with operations teams to improve quality performance.Research and understand customer expectations and needs to drive their satisfaction.Identify and develop individualized and group training plans to address varying needs.Effectively communicate updates and developments with team members, trainers, and management.Produce statistical reports and insights on quality performance.Calibrate and certify in-house and outsourced trainers and subject matter experts.Be responsible for the initial SOP setup, local language translation, system, and process test to meet the launch readiness requirements when the business expands to new countries.Conduct continuous training and development programs for the trainees by formulating and facilitating training programs to enhance product knowledge and customer service skills.Develop a curriculum to support classroom training and alternative training.Provide feedback on existing curriculum for training improvements.Prepare training booklets, administer tests and role-plays,
as well as complete daily reports on your training experience.Actively work with the QA to ensure alignment of technical specifications and processes.Attend periodic calibration sessions with QA and Operations to ensure calibration on program-related issues.QualificationsMinimum Qualifications:Bachelor's degree or equivalent practical experience.Fluency in English and Spanish is required for the role.3 years of experience in training, preferably in customer service.Excellent written, verbal, and interpersonal communication skills.Experienced in developing and executing training programs.Preferred Qualifications:Experience in e-commerce or marketplace platforms is a plus.TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives.
We are passionate about this and hope you are too.If you need assistance or a reasonable accommodation, please reach out to us at this link.#J-18808-Ljbffr
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.