TikTok Shop - Regional Quality Assurance Lead

TikTok Pte. Ltd.; Singapore; On-site; SGD 100,000 - 130,000; Full time

Job summary

A leading social media company is seeking a Regional Quality Assurance Leader to manage the Quality Assurance Team. The successful candidate will have over 5 years of leadership experience in the tech sector, and will develop quality strategies for e-commerce moderation. This role requires strong stakeholder management and problem-solving skills. The position is located in Singapore.

Qualifications

• 5+ years of working experience in a leadership role, preferably in technology or e-commerce.
• Ability to thrive in an ambiguous working environment.
• Proficient in engaging with leadership and influencing discussions.

Responsibilities

• Lead a team of quality analysts across the region.
• Develop and implement moderation quality strategies.
• Monitor key metrics to drive process improvements.

Skills

Leadership skills

Stakeholder management

Problem-solving skills

E-commerce compliance knowledge

Education

Bachelor's Degree in business administration or operations

Job description

Responsibilities

About the Team E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Global Moderation is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop.

Global Moderation is looking for a Regional Quality Assurance Leader who will be leading the Quality Assurance Team. Roles & Responsibilities

• Lead and manage a team of quality analysts across the region, fostering a positive and collaborative team environment that promotes excellence, innovation and continuous improvement.
• Take ownership of all QA operations, develop and implement moderation quality strategies and processes that align with regional requirements, ensuring consistent service delivery and adherence for the E-commerce moderation team.
• Establish robust quality assurance processes and workflows to ensure accurate, efficient, and consistent content moderation.
• Monitor key metrics and performance indicators to track the effectiveness and efficiency of moderation operations and drive process improvements as needed.
• Closely collaborate with cross-functional teams (Governance, Vendor Operations, Sales, & Service teams) to address moderation related challenges, issues, and escalations.
• Proactively identify risk, issues and business insights for key stakeholder's focuses & actions such as policy, product, and systems.

Qualifications

Minimum Qualifications

• Bachelor's Degree in business administration, operations, or project management.
• 5+ years of working experience in leadership role in technology sector (social media, enterprise, consumer, or e-commerce).
• Self-motivated with a track record in stakeholder management, problem-solving skills and able to thrive in an ambiguous working environment.
• Able to effectively engage with leadership, facilitate discussions about complex topics, influence, and reach agreements.
• Familiar with e-commerce compliance requirements and internet governance management, with an understanding of business sensitivity and risk awareness.

Preferred Qualifications

• Master's degree in business administration or operations related fields.
• Experience in Quality Assurance for e-commerce or marketplace platforms.
• Extensive knowledge of policy and moderation landscape.
• Experience managing large-scale operations spanning multiple domains and business units.