Global E-commerce Quality and Training Program Manager

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 Support Centre is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop (TTS). Responsibilities - Lead and support BPO QA and Training teams to uphold high-quality moderation standards across all markets. - Develop and maintain a robust quality framework aligned with business needs to strengthen BPO QA practices and elevate customer experience standards. - Drive service quality consistency and identify quality issues through root cause analysis, generate actionable insights, develop improvement plans, and collaborate with operations to drive customer satisfaction through quality performance. - Participate in regular calibration sessions with QA and Operations teams to ensure alignment on program-related matters. - Audit, govern and monitor operational compliance with regional and global quality, training, and SOP standards. - Define and implement a comprehensive training strategy, execution framework, and learning curriculum to build agent proficiency and deliver exceptional customer experience. - Produce and analyze statistical reports and performance insights to monitor and improve quality metrics. - Calibrate and certify both in-house and outsourced trainers and subject matter experts to ensure consistent training standards. - Lead and support the successful rollout of new initiatives and product launches, including QA, training and SOP readiness. - Serve as the regional Subject Matter Expert on all Quality, Training, and SOP-related topics. - Collaborate with internal stakeholders to establish and continuously refine quality inspection standards, training, policies, processes and tools.

Minimum Qualifications - Bachelor's degree or equivalent practical experience. - Solid experience in customer service quality assurance and training operations. - Experienced in working with cross functional stakeholders, tech and non-tech teams. - Able to drive product enhancements in a fast paced environment. Preferred Qualifications - Experience in BPO as QA or training SME a plus. - E-commerce marketplace platform or Customer Service experience is a plus.