TikTok Shop - Risk Control Training and Quality Assurance Program Manager
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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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.
Ecommerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only users but also sellers and creators. We value user satisfaction and work on policies, rules, and systems to ensure quality. As a Risk Control and Security Ops Training and Quality Assurance Program Manager, you will be responsible for developing and maintaining up-to-date training materials and delivering comprehensive training programs. You will also analyse quality issues, develop improvement plans, and collaborate with operations to enhance performance. Tailoring training to individual and group needs, you will help in facilitating effective communication across teams and produce insightful reports to drive improvement. You also are expected to establish and test SOPs for new country expansions, ensuring launch readiness and operational excellence.
- Deeply understand platform policy and translate into training material, ensure the training material is up to date, deliver training and mentoring programs to the team.
- Access quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with operations team to improve quality performance.
- 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, able to identify improvement plans, including SOP and training materials
- Be responsible for the initial SOP setup, system and process test to meet the launch readiness requirements when business expands to new countries.
Qualifications
Minimum Qualifications
- 3-5 years experience in quality and training, experience in developing and executing training programs.
- Experience in investigation related to fraud, abuse, or cybercrime is a plus.
Preferred Qualifications
- BA/BS degree or equivalent practical experience.
- Good written and verbal communication skills in English.
- Excellent written, verbal, and interpersonal communication skills.
- Good training and mentoring skills.
- Patient and detail-oriented.
- Proactive, self-driven, creative, fast learner.
- Experience in eCommerce or marketplace platforms is a plus.
- Proficient at using spreadsheet e.g. MS Excel
- About 10~20% of travel if needed.
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.
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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.
Ecommerce's Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for not only users but also sellers and creators. We value user satisfaction and work on policies, rules, and systems to ensure quality. As a Risk Control and Security Ops Training and Quality Assurance Program Manager, you will be responsible for developing and maintaining up-to-date training materials and delivering comprehensive training programs. You will also analyse quality issues, develop improvement plans, and collaborate with operations to enhance performance. Tailoring training to individual and group needs, you will help in facilitating effective communication across teams and produce insightful reports to drive improvement. You also are expected to establish and test SOPs for new country expansions, ensuring launch readiness and operational excellence.
- Deeply understand platform policy and translate into training material, ensure the training material is up to date, deliver training and mentoring programs to the team.
- Access quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with operations team to improve quality performance.
- 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, able to identify improvement plans, including SOP and training materials
- Be responsible for the initial SOP setup, system and process test to meet the launch readiness requirements when business expands to new countries.
Qualifications
Minimum Qualifications
- 3-5 years experience in quality and training, experience in developing and executing training programs.
- Experience in investigation related to fraud, abuse, or cybercrime is a plus.
Preferred Qualifications
- BA/BS degree or equivalent practical experience.
- Good written and verbal communication skills in English.
- Excellent written, verbal, and interpersonal communication skills.
- Good training and mentoring skills.
- Patient and detail-oriented.
- Proactive, self-driven, creative, fast learner.
- Experience in eCommerce or marketplace platforms is a plus.
- Proficient at using spreadsheet e.g. MS Excel
- About 10~20% of travel if needed.
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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