Job description

Responsibilities
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.

About the Team
The User Support Quality Assurance Analyst will report to the User Support Quality Assurance Manager and will support the associates and leads with the goal of providing TikTok users a superior experience. This is the role for you if you are deeply passionate about user support, improving quality metrics, and are interested in continuing your career in the world of support. You like moving quickly, and you believe in the power of TikTok. You are a user support contact center savvy individual with a focus on the understanding of the overall user experience provided.

Responsibilities

• Complete weekly quality evaluations based on goals set by manager
• Participate in and host weekly calibration sessions with relevant stakeholders to ensure consistent alignment on policy and process
• Perform weekly audits across multiple workflows and Lines of Business
• Stay up to date on the latest user support policies and educate teams consistently so that you're always offering the most comprehensive support possible
• Maintain an understanding of TikTok’s policies, procedures, app features, and internal documents
• Gather, analyze, and present data to (a) understand and improve upon the team's efficiency and quality of work (b) identify trends and iterate upon processes and/or escalate product feedback
• Provide regular reports and analyses on quality initiatives
• Work on AdHoc projects as requested by leadership

Who You Are

• User first. You cannot imagine a world in which you're not working in a user support function. You prioritize the user in everything you do. You consistently immerse yourself in the user experience.
• Cool, calm, and organized. You're a systems thinker with a track record of managing multiple complex initiatives concurrently. You thrive in a fast-paced environment and constant change energizes you. You establish proactive processes to handle known and unknown changes and consistently iterate upon existing systems.
• You motivate and inspire a diverse team. You achieve results with speed without sacrificing quality. You know how to create a sense of urgency and excitement. You work alongside the team modeling ideal behavior.
• Experienced in quality processes and procedures. A strong team mate who thinks clearly, and fosters strong relationships through great communication. An excellent understanding of user needs, and a passion to deliver a top experience through support.
• Analytical and forward thinking. You analyze requests and needs in order to identify opportunities to improve forms and processes. Your feedback gets attention, and you work closely with Operations to create a trusting relationship to partner on, and implement, initiatives.
• Detail oriented. You have a high attention to detail, with a passion for accuracy and are interested in data analysis and statistics.

Qualifications

• Bachelor's degree or equivalent work experience
• 2+ years experience in a user focused customer service function
• 1+ years of quality experience
• Expert use of CRM software, Zendesk, Google Sheets/Excel
• Strong analytical skills, attention to details, highly self-driven and results-oriented
• Proficiency in quality management processes, including form development and calibration processes

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 committed to providing reasonable accommodations during our recruitment process. If you need assistance or an accommodation, please reach out to us at Recruiting.Corp@tiktok.com.

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