Responsibilities
About Us
Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content.
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Why Join Us
Creation is the core of ByteDance's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible.
Together, we inspire creativity and enrich life - a mission we aim towards achieving every day.
To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At ByteDance, we create together and grow together. That's how we drive impact - for ourselves, our company, and the users we serve.
Join us.
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ByteDance is a part of a global internet technology group operating a range of content platforms, including TikTok, that inform, educate, entertain and inspire people across languages, cultures and geographies.
About the team
Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. SMT is looking for a Quality Assurance & Training Program Manager role. We are open to hiring for this position in Philippines.
Responsibilities
- Develop and define QA and Training strategy, execution framework and learning curriculum.
- Manage all QA & Training related projects ensuring timely launches, train the regional teams to use it, and make sure it is fully utilized by operational teams.
- Drive operations to reach the QA goals set by the global team, supporting them to reduce fatal errors, improve auditing quality, and enhance coaching compliance.
- Identify and prioritise business critical learning needs as the owner of the monthly Training Plan monthly to ensure consistent targeting of learning solutions.
- Drive root causes analysis and implements key QA and Training programs and initiatives to drive improvement of customer service metrics such as quality, contact rate and contact time.
- Identify opportunities in global and regional operations and address them accordingly with framework or initiatives.
- Implement clear overall quality strategies with scalable processes, tools and systems that allow efficient monitoring of performance versus target.
- Support new market launches (pre/post-launch) for QA tool readiness and train-the-trainer (TTT) sessions for new markets' QAs and training teams.
Qualifications
Minimum Qualifications
- Bachelor degree or above with solid experience in coaching and training.
- Detail oriented person, solid experience in analytical and problem solving, or project management positions (e.g. customer service KPIs and processes).
- Problem solver, able to work in a diverse, fast-paced environment with previous analytical experience (i.e. proficient in Excel and able to structure / analyze dashboards).
- Excellent written and spoken communication skills to coordinate processes and projects involving internal and external stakeholders.
- Self-motivated, able to learn and work independently in global teams.
- Excellent written, verbal and interpersonal communication skills.
- Support business in shifts/night shift by following labor laws.
Preferred Qualifications
- Experience in eCommerce or marketplace platform is a plus.
ByteDance 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 ByteDance, our mission is to inspire creativity and enrich life. 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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