TikTok Commerce - Quality Assurance Program Manager (Italian Speaking), Global Selling

SMT is looking for a Quality Program Manager role to set up the quality standard across all country/region service delivery framework, drive consistency and improve satisfaction eventually.

Responsibilities
- Build and optimize QA tools and dashboards.
- Manage all QA related projects, including developing QA framework. Launch the project following agreed timelines, train the regional teams to use it, and make sure it is fully utilized by operational teams.
- Drive operations to reach the QA goals set by the global team, supporting them to reduce fatal errors, improve auditing quality, and enhance coaching compliance.
- Drive root cause analysis, and implement key programs and initiatives to drive improvement of customer service metrics such as contact rate, CSAT, and contact time.
- Implement clear overall quality strategies with scalable processes, tools and systems that allow efficient monitoring of performance versus target.
- Identify opportunities in global and regional operations and address them accordingly with framework or initiatives.
- Support QA tool readiness and train-the-trainer (TTT) sessions for markets' QAs and support team.

BA/BS degree or equivalent practical experience;
- Fluency in English and Italian, both written and spoken, is required for this role to support Italian-speaking customers;
- Detail-oriented person, with solid experience in analytical and problem-solving, or project management positions (e.g. customer service KPIs and processes).
- Problem solver, able to work in a diverse, fast-paced environment with previous analytical experience (i.e. proficient in Excel and able to structure/analyze dashboards).
- Excellent written and spoken communication skills to coordinate processes and projects involving internal and external stakeholders.
- Self-motivated, and able to learn and work independently in global teams.

Preferred Requirements
- Experience in E-Commerce or marketplace platforms.
- Familiar with e-commerce compliance requirements and internet governance management, with a certain level of business sensitivity and risk awareness.
- Ability to work well as part of a team and drive multiple complex projects under short timelines.
- Inhouse and/or BPO engagement and program management experience

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
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

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. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop., 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.