Global Operations
TikTok Shop - Quality Program Manager
Location :
Kuala Lumpur
Employment Type :
Regular
Job Code :
A155562A
Responsibilities
The Global E-Commerce Governance and Experience (GNE) team helps build a safe and trusted environment for businesses, creators, and communities. We develop policies that support responsible participation, detect and prevent fraud and abuse, and design the support experiences that resolve issues and strengthen trust. We sit at the center of this e-commerce ecosystem, working closely with business, product, engineering, and legal teams, and applying AI to deliver trust and support at scale. Getting this right means protecting users while giving businesses and creators a platform they can grow on. You will work on complex problems where user experience, safety, and support quality come together, helping shape safe and trusted interactions across the global e-commerce ecosystem. Quality Assurance & Governance - Develop, implement, and continuously enhance a comprehensive QA framework to ensure consistent service quality, compliance and operational excellence across all BPO partners. - Establish standardized quality governance mechanisms aligned with evolving business priorities and service delivery objectives. - Ensure 100% auditing coverage of DSAT cases by BPO teams with structured RCA to identify quality gaps and improvement opportunities. - Conduct ATA assessments and cross-BPO quality internal calibrations to strengthen audit accuracy, consistency and alignment with established quality standards. - Drive proactive quality management by identifying emerging risks, recurring defects and systemic issues before they significantly impact seller experience. - Participate in global and regional quality governance discussions to align quality standards, reporting mechanisms, and escalation processes across markets. AI Enablement & Quality Intelligence - Drive AI enablement within QA operations by enhancing AI capabilities for auditing, monitoring and analysis to improve audit efficiency, accuracy, scalability and coverage. - Partner with XFN to develop, pilot and optimize AI-powered auditing solutions, including automated quality assessments, defect detection and quality insights generation. - Leverage AI-driven analytics to proactively identify quality trends, recurring defects, agent-controllable opportunities and systemic gaps across service delivery operations. - Evaluate the effectiveness of AI-enabled QA solutions through defined success metrics, ensuring continuous improvement in audit accuracy, operational efficiency and actionable insights. - Drive the transformation of QA from traditional reactive auditing toward a proactive, AI-driven quality management framework. Quality Analysis & Continuous Improvement - Conduct RCA to identify agent-controllable and non-agent-controllable quality gaps and trends, translating insights into actionable improvement opportunities. - Partner with Partner Operations Manager and the BPO teams to address agent-controllable issues through targeted coaching, training and corrective actions. - Collaborate with XFN teams to drive systemic improvements across SOPs, processes, products, policies, and tooling to enhance seller experience and reduce recurring defects. - Leverage data analytics and AI-driven insights to proactively identify quality risks, monitor trends and measure improvement effectiveness. - Establish structured feedback loops and governance mechanisms to ensure accountability, timely resolution, and sustainable quality improvements. Flexibility - Work across different time zones as required by business needs, including coordination with global and regional teams, BPO partners and cross-functional stakeholders.
Qualifications
Minimum Qualification(s): - Bachelor's degree or equivalent practical experience. - Proven experience in quality governance or continuous improvement. - Experience or strong interest in AI-enabled quality assurance, automated auditing, AI analytics, or quality intelligence solutions. - Strong analytical and problem-solving skills, with the ability to diagnose human-controllable and systemic quality issues and translate findings into actionable improvements. - Strong project management and stakeholder engagement skills, with the ability to influence both technical and non-technical teams. - Comfortable navigating fast-paced, high-growth environments and managing multiple priorities. Preferred Qualification(s): - Experience within a BPO or large-scale operations environment is preferred. - Prior hands-on experience in BPO quality assurance, quality calibration and RCA is a strong advantage. - Experience in e-Commerce marketplace platforms, operations or technology-driven service environments is a plus.
Job Information
About TikTok
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.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
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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