[HCM] Công Ty Công Nghệ Tiktok Việt Nam Tuyển Dụng Partnership Quality Assurance Specialist (Vietnamese), Quality Assurance Lead/Trainer, E-Commerce Tier 2 Service Specialist, TikTok E-commerce - Mod

COMPANY INTRODUCTION
About Us
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
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok
Partnership Quality Assurance Specialist (Vietnamese)
Tính chất công việc: Toàn thời gian - Chuyên môn: Khác; Business/ Data Analyst, Business Intelligence(Phân Tích Kinh Doanh) - Địa điểm: Hồ Chí Minh - Mức lương: Thỏa thuận - Kinh nghiệm: Yêu cầu ứng viên phải có kinh nghiệm
JOB DESCRIPTION
Roles and Responsibilities
- Help build quality assessment process and conduct quality assessment work by ensuring and evaluating the delivery quality of the global sellers, products and contents reviewed;
- Conduct root cause data analysis and provide key actions to improve processes;
- Participate in the development of quality inspection standards and continuously optimize the process and platform;
- Enhance moderation policy and work closely with local operations and safety teams;
- Produce structural feedback, support and supervision, and act as a trusted point of contact for external stakeholders.
REQUIREMENTS
- Bachelor's degree or above.
- Fluency in Vietnamese is required as the role requires communication with the Vietnamese market and fluency in English is also required as it is the working language
-+3 years of hands on and in-depth experience in e-commerce safety and quality analysis is a must
- Ability to digest large data sets/policies in a cohesive and actionable manner
- Excellent coordination skills and communication skills across multiple cross-functional teams to build plans and projects.
- Familiar with E-commerce compliance requirements and internet governance management, with a certain level of business sensitivity and risk awareness.
- Familiar with office software such as Excel, Word, Powerpoint, etc.
- Support business in shifts by following the local labor laws.
BENEFITS
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.
Can apply directly via [protected info]
HOW TO APPLY
Submit your application via the APPLY NOW button below.
Deadline: 23:59 1/8/2023
Note: Only selected candidates will be contacted (via email). Make sure that your email and Spam/ Promotions box are checked regularly so that you will not miss any notifications from us.
APPLY NOW
Quality Assurance Lead (Ho Chi Minh City)
Tính chất công việc: Toàn thời gian - Chuyên môn: Khác; Hành chính, Nhân sự - Địa điểm: Hồ Chí Minh - Mức lương: Thỏa thuận - Kinh nghiệm: Yêu cầu ứng viên phải có kinh nghiệm
JOB DESCRIPTION
Roles & Responsibilities
- Ensure quality framework is in place based on the business types/facts by coordinating across regions and stakeholders.
- Implement clear overall quality strategy with scalable process, tools and systems that allow efficient monitoring of performance versus target.
- Access quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with operations team to improve quality performance.
- Research and understand customer expectations and needs to drive their satisfaction.
- Identify and develop individualized and group training plans to address varying needs.
- Effectively communicate updates and developments with team members, trainers and management.
- Produce statistical reports and insights on quality performance.
- Be responsible for the initial SOP setup, local language translation, system and process test to meet the launch readiness requirements when business expands to new countries.
- Manage the team on day-to-day basis and provide the first hand support to team internal escalations.
- Work with internal Quality Monitoring and Training teams to train new hires / teams through intensive coaching and mentoring. Ensure the team is fully trained and prepared to conduct the responsibilities of their role. Proactively identify and resolve issues impacting the service delivery team by working with team, peers, and management.
- Implement policies and processes to ensure a positive, productive work environment, build team morale, and recognize employee achievements.
- Contribute to special projects, that enhance the business, including projects involving root-cause analysis of weak performance metrics, service readiness projects, and tools projects as assigned or requested by management.
- Actively manage direct reports, including establishing OKR goals for teams, providing feedback, coaching them to improve service quality, increase productivity and to achieve customer satisfaction. Monitor OKR progress against established milestones.
- Conduct trend analyses on customer satisfaction and other core measurements. Implement strategies to improve future operation results.
- Manage and monitor staff and team level utilization rates, team productivity, and schedule adherence (manage absenteeism and timecard issues) to make sure the final productivity goals are met.
- Work with the Readiness, SOP, Training and System teams to optimize new and existing processes impacting customers/sellers/creators.
- Maintain the weekly/monthly/bi-monthly reviews with teams and internal stakeholders.
- Work with Recruiting / Staffing teams to identify, interview, and recruit top talents for all QA openings.
REQUIREMENTS
- BA/BS degree or equivalent practical experience.
- 2+ years managing teams and 5+ direct reports in Customer Service field.
- Experience building, managing and influencing relationships with internal stakeholders, using data to generate insights and solving complex problems.
- People-oriented, self-motivated and able to thrive in ambiguity and in a matrix environment.
- Ability to function independently and within team environment with demonstrated track record in motivating and coaching staff to maximize their individual potential.
- Experience in eCommerce or marketplace platform is a plus.
- Bilingual or multilingual is highly preferred but not required.
BENEFITS
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.
Can apply directly via [protected info]
HOW TO APPLY
Submit your application via the APPLY NOW button below.
Deadline: 23:59 1/8/2023
Note: Only selected candidates will be contacted (via email). Make sure that your email and Spam/ Promotions box are checked regularly so that you will not miss any notifications from us.
APPLY NOW
TikTok E-commerce - Moderation SOP Program Manager (Vietnamese Speaker)
Kinh nghiệm: Yêu cầu ứng viên phải có kinh nghiệm - Mức lương: Thỏa thuận - Địa điểm: Hồ Chí Minh - Chuyên môn: Marketing, Truyền Thông, PR; Khác - Tính chất công việc: Toàn thời gian
JOB DESCRIPTION
Roles & Responsibilities:
1. Work collaboratively with internal stakeholders to identify training and development needs and recommend learning solutions;
2. Develop interactive, quality, and globalized training curriculum for both online and offline sessions, and improve existing processes to drive for higher training efficiency;
3. Liaise with both global & local governance teams to produce effective training materials, to assist moderators in successfully carrying out their tasks;
4. Conduct further analysis and craft moderation policies on sellers, products and contents in global markets with a focus on safety issues such as fraud, counterfeit products and regulated products;
5. Identify opportunities to drive improvements on risk mitigation, process streamlining, quality enhancement, and policy localization as well as optimization at scale.
REQUIREMENTS
1. Bachelor's degree, education, training or equivalent experience;
2. At least 5 years of demonstrated experience in training, instructional design, policy enforcement and/or public policy. Preferably from e-commerce governance and social media background;
3. Excellent interpersonal and communication skills;
4. Strong problem-solving and conflict management skills and demonstrated multi-task capabilities and ambiguity;
5. Excellent coordination skills and communication skills across multiple cross-functional teams to build plans and projects;
6. Familiar with e-commerce compliance requirements and internet governance management, with a certain level of business sensitivity and risk awareness.
BENEFITS
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.
Can apply directly via [protected info]
HOW TO APPLY
Submit your application via the APPLY NOW button below.
Deadline: 23:59 1/8/2023
Note: Only selected candidates will be contacted (via email). Make sure that your email and Spam/ Promotions box are checked regularly so that you will not miss any notifications from us.
APPLY NOW
Logistics Operations Manager (Vietnam E-Commerce)
Kinh nghiệm: Yêu cầu ứng viên phải có kinh nghiệm - Mức lương: Thỏa thuận - Địa điểm: Hồ Chí Minh - Chuyên môn: Marketing, Truyền Thông, PR; Xuất nhập khẩu, Logistics - Tính chất công việc: Toàn thời gian
JOB DESCRIPTION
Responsibilities:
- Drive the deployment of operations in Vietnam, and build partnerships with local key players in the logistics and payment industries
- Conduct market and industry research, create operation plans to address issues and hedge the risks caused by market or policy changes if needed
- Manage the day to day operations, track record of high performance and team improvement
- Ensure procedures and regulations are enforced, and continuously improve the key metrics of productivity, service quality and stakeholder satisfaction
REQUIREMENTS
Requirements
- Bachelor's degree or higher, preferably with supply chain operation management background
- At least 3 to 5 years of working experience in e-commerce marketplace operations
- Excellent communication skills with the ability to secure alignment
- Self-motivated and results driven, able to collaborate and ability to influence stakeholders
- Proficiency in English and local Vietnamese language; ability to speak Mandarin will be a good plus
BENEFITS
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.
Can apply directly via [protected info]
HOW TO APPLY
Submit your application via the APPLY NOW button below.
Deadline: 23:59 1/8/2023
Note: Only selected candidates will be contacted (via email). Make sure that your email and Spam/ Promotions box are checked regularly so that you will not miss any notifications from us.
APPLY NOW
Quality Assurance Specialist (Ho Chi Minh City)
Kinh nghiệm: Không cần kinh nghiệm - Đừng lo! Chúng tôi sẽ đào tạo bạn từ đầu. Có kinh nghiệm là điểm cộng!; Yêu cầu ứng viên phải có kinh nghiệm - Mức lương: Thỏa thuận - Địa điểm: Hồ Chí Minh - Chuyên môn: Marketing, Truyền Thông, PR; Khác; Business/ Data Analyst, Business Intelligence(Phân Tích Kinh Doanh) - Tính chất công việc: Toàn thời gian
JOB DESCRIPTION
Roles & Responsibilities
- Ensure quality framework is in place based on the business types/facts by coordinating across regions and stakeholders.
- Implement clear overall quality strategy with scalable process, tools and systems that allow efficient monitoring of performance versus target.
- Access quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with operations team to improve quality performance.
- Research and understand customer expectations and needs to drive their satisfaction.
- Identify and develop individualized and group training plans to address varying needs.
- Effectively communicate updates and developments with team members, trainers and management.
- Produce statistical reports and insights on quality performance.
- Proactively identify and resolve issues impacting the service delivery team by working with team, peers, and management.
- Implement policies and processes to ensure a positive, productive work environment, build team morale, and recognize employee achievements.
- Contribute to special projects, that enhance the business, including projects involving root-cause analysis of weak performance metrics, service readiness projects, and tools projects as assigned or requested by management.
- Conduct trend analyses on customer satisfaction and other core measurements. Implement strategies to improve future operation results.
- Work with the Readiness, SOP, Training and System teams to optimize new and existing processes impacting customers/sellers/creators.
- Maintain the weekly/monthly/bi-monthly reviews with teams and internal stakeholders.
REQUIREMENTS
- BA/BS degree or equivalent practical experience.
- Experience building, managing and influencing relationships with internal stakeholders, using data to generate insights and solving complex problems.
- People-oriented, self-motivated and able to thrive in ambiguity and in a matrix environment.
- Ability to function independently and within team environment
- Experience in eCommerce or marketplace platform is a plus.
BENEFITS
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.
Can apply directly via [protected info]
HOW TO APPLY
Submit your application via the APPLY NOW button below.
Deadline: 23:59 1/8/2023
Note: Only selected candidates will be contacted (via email). Make sure that your email and Spam/ Promotions box are checked regularly so that you will not miss any notifications from us.
APPLY NOW
E-Commerce Tier 2 Service Specialist
Tính chất công việc: Toàn thời gian - Chuyên môn: Marketing, Truyền Thông, PR; Khác; Business/ Data Analyst, Business Intelligence(Phân Tích Kinh Doanh) - Địa điểm: Hồ Chí Minh - Mức lương: Thỏa thuận - Kinh nghiệm: Yêu cầu ứng viên phải có kinh nghiệm
JOB DESCRIPTION
- Manage customer/seller/creator enquiries escalated by Tier 1 teams in CRM tool.
- Identify root cause of escalated issues and provide appropriate resolutions in order to deliver excellent service. Summarize the Q&A and log in to the knowledge management tool.
- Promptly escalate critical/ high-risk cases to the appropriate authority.
- Coordinate with other teams/ departments to resolve customer issues, follow-up and make sure close-loop to all escalations.
- Look for opportunities to identify ongoing issues and eliminate repeat complaints, reduce escalation rate in order to enhance operating process and improve overall customer experience.
- Respond to internal and external customer escalations quickly, proficiently and professionally while meeting specific quality expectations.
- Adhere to established procedures and guidelines while providing quality customer service in order to meet and exceed department standards.
-Engage sellers to develop long-term relationships and confidence in TikTok E-commerce.
- Promptly escalate critical/ high-risk cases to the appropriate authority.
- Look for opportunities to identify on-going issues and eliminate repeat complaints, reduce escalation rate in order to enhance operating process and improve overall customer experience.
- Support ad-hoc projects and initiatives per business needs.
REQUIREMENTS
- BA/BS degree or equivalent practical experience.
- Requires a minimum of 2 years' experience in a customer service environment.
- Demonstrates effective, clear and professional written and oral communication.
- Eager to learn, initiative taker and problem-solver.
- Proactive and continuous improvement attitude.
- High problem solving and priority skills.
- Thrives in fast and dynamic environments.
- Ability to work under high pressure.
- Support business in shifts by following the local labor laws.
- Meticulous and organized.
- Have a good temper to handle disputes and emergencies.
- Must be customer service and result-oriented.
- Excellent skills for communicating and relating with both team members and customers.
- Experience in eCommerce or marketplace platforms is a plus.
- Works comfortably with Microsoft Word and Excel.
- Good written and verbal communication skills in English & Vietnamese.
BENEFITS
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.
Can apply directly via [protected info]
HOW TO APPLY
Submit your application via the APPLY NOW button below.
Deadline: 23:59 1/8/2023
Note: Only selected candidates will be contacted (via email). Make sure that your email and Spam/ Promotions box are checked regularly so that you will not miss any notifications from us.
APPLY NOW
Quality Assurance Trainer (Ho Chi Minh City)
Tính chất công việc: Toàn thời gian - Chuyên môn: Marketing, Truyền Thông, PR; Business/ Data Analyst, Business Intelligence(Phân Tích Kinh Doanh); Khác - Địa điểm: Hồ Chí Minh - Mức lương: Thỏa thuận - Kinh nghiệm: Yêu cầu ứng viên phải có kinh nghiệm
JOB DESCRIPTION
Roles & Responsibilities
- Ensure quality framework is in place based on the business types/facts by coordinating across regions and stakeholders.
- Implement clear overall quality strategy with scalable process, tools and systems that allow efficient monitoring of performance versus target.
- Access quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with operations team to improve quality performance.
- Research and understand customer expectations and needs to drive their satisfaction.
- Identify and develop individualized and group training plans to address varying needs.
- Effectively communicate updates and developments with team members, trainers and management.
- Produce statistical reports and insights on quality performance.
- Calibrate and certify Inhouse and Outsource trainers and subject matter experts.
- Be responsible for the initial SOP setup, local language translation, system and process test to meet the launch readiness requirements when business expands to new countries.
REQUIREMENTS
- BA/BS degree or equivalent practical experience.
- 3-5 years experience in quality and training, preferably within Customer Service.
- Eager to learn, initiative taker and problem-solver.
- Excellent written, verbal and interpersonal communication skills.
- Experienced in developing and executing training programs.
- Excellent skills for communicating and relating with both team members and customers.
- Good written and verbal communication skills in English.
- Experience in eCommerce or marketplace platforms is a plus.
- Need to work over time during campaigns and promotional seasons.
- Work comfortably with Microsoft Word and Excel.
BENEFITS
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.
Can apply directly via [protected info]
HOW TO APPLY
Submit your application via the APPLY NOW button below.
Deadline: 23:59 1/8/2023
Note: Only selected candidates will be contacted (via email). Make sure that your email and Spam/ Promotions box are checked regularly so that you will not miss any notifications from us.
APPLY NOW