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. SMT is looking for a Moderation Quality Assurance Analyst role to analyze moderation quality performance, evaluating the delivery quality of BPO sites, provide in-depth RCA (Root Cause Analysis) for critical issues as well as the implementation of effective action plans.
Responsibilities
- Utilize quality management tools to strategically enhance policies through providing policy implementation feedback and minimizing moderation policy inefficiencies and develop quality assessment frameworks, map moderation rules and guidelines, and implement improvement plans to meet moderation quality metrics.
- Collaborate with stakeholders ( i.e. policy teams) and develop quality inspection standards, to continuously optimize & refine policies, processes and platforms and with BPO Quality Assurance Team to ensure a high quality standard of moderation delivery.
- Work closely with QA market leaders, local partner operations, training & SOP teams to enhance moderation policies through identifying quality & product risks.
- Validate and implement rejection labels, granting whitelist or revoking penalties stemming from erroneous human/machine moderation. Initiate, lead & guide small/medium scale projects,pilot implementation of new platforms and tool functionalities aimed at enhancing moderation efficiency & quality.
- Participate in large scale projects, aimed at identifying shortcomings or opportunities, provide business requirements (BRDs) from a moderation quality viewpoint.