Responsibilities
About the team As the Quality Lead – Customer Support Operations, you will play a critical leadership role in overseeing a team of Quality Specialists globally, ensuring they maintain exceptional quality standards across all regions. In addition, you will be responsible for managing the EU region's quality initiatives, guiding and supporting regional specialists to enhance our customer support operations. You will work cross-functionally to ensure consistency in quality evaluation, drive improvements, and uphold high-quality service standards, ultimately driving user satisfaction. Responsibilities - Lead and oversee a global team of Quality Specialists to ensure high-quality standards are met across regions. - Take full ownership of quality performance for the Partners EU region, ensuring compliance with global quality metrics and standards. - Conduct regular audits, data analysis, and performance reviews to assess and enhance the quality of customer support operations globally. - Collaborate with regional teams to ensure that quality processes are followed consistently and effectively across different regions. - Lead calibration sessions to align the global team on quality scoring rubrics and standard operating procedures (SOPs). - Coach and mentor regional Quality Specialists, helping them improve their skills, performance, and adherence to quality standards. - Act as a key point of contact for quality-related queries from both internal and external stakeholders, offering guidance and support. - Develop, refine, and standardize global quality assurance processes and procedures to enhance operational efficiency and effectiveness. - Track and report on regional and global quality performance, providing actionable insights to senior leadership. - Drive initiatives to continuously improve user experience, identifying trends and implementing improvements to customer support processes. - Support the Global Quality Lead in strategic planning, reporting, and execution of global quality improvement initiatives.
Qualifications
Minimum Qualifications - 5 years of experience in quality assurance, customer support, or related fields, with proven expertise in managing quality operations at a global or regional level. - Strong leadership and team management skills, with the ability to lead a diverse team of specialists across multiple regions. - Exceptional analytical skills with the ability to interpret performance data, identify trends, and drive process improvements. - Excellent organizational and time-management skills, with the ability to manage multiple priorities and stakeholders. - Proficiency with CRM software, data analysis tools, and quality management systems. - Excellent written and verbal communication skills in English. Preferred Qualifications - Experience in leading global teams and working cross-functionally to implement quality initiatives. - Strong understanding of quality assurance methodologies and industry best practices. - Ability to work independently and make data-driven decisions to improve customer support operations.
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.
Trust & Safety
TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.
We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.
