Responsibilities
About the Team
Global E-commerce’s Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Support Center (SSC) is part of the GNE organization. Our mission is to provide world-class service and experience for customers, sellers and creators.Automation Operations team focuses on accelerating investments in AI technology to drive innovation and efficiency. As such, we are looking for a Quality and Training PM role to be responsible for implementing & maintaining an effective Quality Assurance & Training Program Manager (QAT) process within the Automation Service Delivery team.

Minimum Qualifications

• Bachelor’s Degree or equivalent education/experience, an advanced degree is preferred.
• Proficiency in English in both written and spoken, is required for this role.
• Minimum 2+ years working experience as Quality Assurance Analyst/Subject Matter Expert, with knowledge in facilitating and driving training sessions

Preferred Qualifications

• Strong time management, and written and verbal communication skills.
• Analytical mindset with the ability to drive process improvements and excellence, in a scalable perspective.
• Able to travel to partner sites as required

• Manage AI Automation models from internal teams, and finalize AI model training SOPs.
• Conduct regular/adhoc training and calibration to BPO partners on AI Automation SOP to ensure BPO Partners fully understands the SOP, and deliver high quality Automation, in preparation for the successful development of AI model capabilities and implementation of AI strategies.
• Monitor BPO agent and QA’s accuracy and utilization rate to ensure core metrics are kept in check, while maintaining high level accuracy and efficiencies.
• Identify and address the risk, present findings to stakeholders and facilitate data-driven recommendations for process/product tools, and drive solutions implemented at BPO sites.
• Prepare market specific reports to ensure transparency among internal and external teams.
  Qualifications

Minimum Qualifications

• Bachelor’s Degree or equivalent education/experience, an advanced degree is preferred.
• Proficiency in English in both written and spoken, is required for this role.
• Minimum 2+ years working experience as Quality Assurance Analyst/Subject Matter Expert, with knowledge in facilitating and driving training sessions.

Preferred Qualifications

• Strong time management, and written and verbal communication skills.
• Analytical mindset with the ability to drive process improvements and excellence, in a scalable perspective.
• Able to travel to partner sites as required.

Job Information
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok’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