Job description

Responsibilities
About Tiktok TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo. Why Join Us At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok. TikTok's SMB Quality team is responsible for creating tailored quality programs for different lines of businesses, Account Management, Strategic Sales, Client Services, and multiple support channels, Email, Phone, and Chat. In addition, our team governs and optimizes these quality programs, leverages quality insight to provide critical process improvement and business recommendations, and performs day-to-day quality transaction monitoring. Our goal is to enable the larger organization to create genuine and authentic client experiences and unlock revenue. We're looking for an individual passionate about leading teams and coaching indviduals to be the best that they can be. The Quality Team Lead is responsible for leading a team of Quality Specialists who perform transaction monitoring, ad-hoc analysis, and quality projects weekly. The Quality Specialist is an integral part of the quality organization. They provide feedback to individuals who work directly with clients, they work on a variety of projects, and they capture valuable insight for quality to use when making business recommendations. The Quality Team Lead is charged with developing talent and growing the Quality Specialist role, all with the supervision of the Regional Quality Manager. Responsibilities: 1. Lead and coach a team of Regional Quality Specialists 2. Evolve the Quality Specialist role to keep team engaged, excited, and to grow their specialist skills 3. Develop activity scorecards and measurement mechanisms to create an environment of fairness, accountability, and professional development 5. Partner with other regional Quality Team Leads to calibrate efforts and projects 6. Align with Quality Vertical Managers on auditing needs and assigned projects 7. Responsible for communication updates regarding process changes and updates to the team documents 8. Act as technical and functional resource and Subject Matter Expert for team members and peers

Qualifications

• Minimum 4+ years of quality assurance supervisor experience - Quality auditing/transaction monitoring experience is a must. - Demonstrated ability to coach and lead with compassion - Experience with process improvement and process creation - Experience building programs with a structured approach strategic design thinking a plus - Ability to work in a fast-paced environment, with evolving workflows and with an eye for detail - Excellent written and verbal communication in English and interpersonal skills - Candidates with vendor experience and COPC certification will have an added advantage TikTok 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 TikTok, 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.

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