Quality Assurance Analyst – USDS

Posted 2 months ago
TikTok, Nashville, TN, Openings : 1,
Apply Here Job Description : Responsibilities About TikTok U.S. Data Security TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security (“USDS”) is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust &amp Safety, Security &amp Privacy, Engineering, User &amp Product Ops, Corporate Functions and more. Why Join Us Creation is the core of TikToks 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. Thats how we drive impact – for ourselves, our company, and the communities we serve. Join us. About the Team The User Support Quality Assurance Analyst will report to the User Support Quality Assurance Team Lead. This role will support the members within User Support and Operations with the goal of providing TikTok users with a superior experience. This is the role for you if you are deeply passionate about user support, data management, working on root causes to find underlying issues and solutions to mitigate errors, improving quality metrics, and are interested in continuing your career in the world of support. You like moving quickly, and you believe in the power of TikTok. You are a user support contact center savvy individual focusing on understanding the overall user experience provided. In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time. Responsibilities
  • Complete weekly quality evaluations based on goals set by Learning &amp Quality Manager
  • Participate in and host weekly calibration sessions with relevant stakeholders to ensure consistent alignment on policy and process
  • Perform weekly audits across multiple workflows and Lines of Business
  • Stay up to date on the latest user support policies and educate teams consistently so that youre always offering the most comprehensive support possible
  • Maintain an understanding of TikTok’s policies, procedures, app features, and internal documents
  • Gather, analyze, and present data to (a) understand and improve upon the teams efficiency and quality of work (b) identify trends and iterate upon processes, and/or escalate product feedback
  • Participate in high-level RCA
  • Provide regular reports and analyses on quality initiatives
  • Work on AdHoc projects as requested by leadership
Qualifications
  • Bachelors degree or equivalent work experience.
  • 2+ years experience in a user-focused customer service function.
  • 1+ years of experience in QA processes.
  • Experience in RCA investigation and processes a plus.
  • Strong verbal and written communication skills.
  • Impeccable grammar and proofreading skills. Technical writing a plus.
  • Expert use of CRM software, Zendesk, Google Sheets/Excel.
  • Strong analytical skills, attention to detail, highly self-driven, and results-oriented.
  • Proficiency in quality management processes, including form development and calibration processes.
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. TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at usds.accommodations@tiktokusds.com
This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening. Last Date For Apply: 2024-06-12 00:00:00 Job Type : FULL_TIME, Employment Type : FULL_TIMEApply Here