TikTok LIVE - Global Customer Service Quality Analyst, French Speaking

TikTok; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

TikTok is seeking a Customer Service Quality Analyst for its London office. In this role, you'll evaluate customer service interactions, develop training materials, and work across teams to optimize service quality. Ideal candidates will have a degree and proficiency in French and English, along with solid experience in customer service evaluation.

Qualifications

• Experience in a customer service or contact center environment desired.
• Proficiency in English and French required for communication with stakeholders.
• Strong learning and collaboration skills preferred.

Responsibilities

• Assess and enhance the quality of customer service interactions.
• Establish a comprehensive knowledge management system for resources.
• Collaborate with training teams to improve performance based on evaluations.

Skills

Customer Service Evaluation

Problem-Solving

Communication

Education

Bachelor’s degree or above

Tools

Excel

Word

Job description

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TikTok LIVE - Global Customer Service Quality Analyst, French Speaking, London

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Client:

TikTok

Location:

London, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

7511e8a4bfc7

Job Views:

16

Posted:

22.06.2025

Expiry Date:

06.08.2025

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Job Description:

About the TeamThe livestream industry has seen tremendous growth in recent years and has become the next growth driver for TikTok global business. It also brings great joy to users globally and it creates a new channel for our creators to show themselves. We want passionate and talented people to join our product and operations team. Together we can build an innovative, secure, and intuitive live traffic and ecosystem team for our users. TikTok LIVE is seeking a dedicated and proactive Customer Service Analyst to join our Service Excellence team. In this vital role, you will be responsible for assessing and enhancing the quality and effectiveness of customer service interactions. Detailed responsibilities include:1. Conduct transaction monitoring to analyze customer service content to evaluate the success of interactions. Assess customer service representatives' adherence to protocols, professionalism, accuracy, and problem-solving abilities.2. Establish and maintain a comprehensive knowledge management system to capture, organize, and disseminate relevant information. Identify gaps in knowledge resources and work with cross-functional teams to develop training materials, FAQs, and other resources for customer service representatives.3. Implement related measures to assess the effectiveness of customer service interactions. Define evaluation criteria, scorecards, and performance metrics. Regularly evaluate customer service representatives' performance and provide actionable feedback to enhance their skills and improve customer satisfaction.4. Collaborate with training and development teams to identify areas for improvement based on evaluation findings. Contribute to the development of training programs, workshops, and coaching sessions to address performance gaps and enhance customer service representatives' capabilities.5. Identify opportunities to streamline processes, improve efficiency, and enhance the overall quality of customer service interactions. Collaborate with cross-functional teams to implement process changes, develop best practices, and monitor their effectiveness.6. Stay informed about emerging trends, technologies, and best practices in customer service. Research and implement innovative tools and approaches to optimize knowledge management and related CS processes.7. Maintain accurate documentation of quality evaluation results, training materials, and knowledge resources. Generate regular reports on key performance indicators, trends, and improvement initiatives. Present findings and recommendations to management for informed decision-making.

Minimum Qualifications: 1. Bachelor’s degree or above, livestream product user;2. Proficiency in English as a working language and French is required, as there would be a need to liaise with French stakeholders;3. Proven experience in evaluating customer service experience, preferably in a customer service or contact center or BPO environment; Preferred Qualifications: 1. Possesses strong learning ability, cross-department communication and collaboration skills;2. Familiar with office software such as Excel, Word, etc. With data processing experience and other data analysis capabilities are preferred;3. Good communication and listening skills, able to abstract problems and find solutions proactively. Ability to provide constructive feedback and effectively coach individuals.