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Tik Tok

Tik Tok Shop

• Quality Assurance Program Manager

3 weeks ago• Mexico City, Mexico
Viewed on February 1, 2026
Apply on company site

About Us

Tik Tok is the leading destination for short-form mobile video and our mission is to inspire creativity and bring joy.

• Size: 5001-10000 employees
• Industry: Entertainment & Gaming, Social Media, Technology

View Company Profile:

Responsibilities:

Our E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only users but also sellers and creators. We value user experience and work on policies, rules, products, and systems to ensure quality. The Service and Support Center Team (SSC) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of Tik Tok Shop. SSC is looking for a Quality Assurance (QA) Program Manager role to set up the quality strategy and execution framework, build customer service proficiency, identify gaps and opportunities by leveraging customer insights analysis and problem solving to achieve the best customer experience consistently.

Responsibilities:

• Develop and define QA strategy, execution framework and learning curriculum.
• Manage all QA related projects ensuring timely launches, train the regional teams to use it, and make sure it is fully utilized by operational teams.

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• 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.
• Closely collaborate with Knowledge Management and Training Program Managers to identify and prioritise monthly business critical learning needs ensure consistent targeting of learning solutions.
• Drive root causes analysis and implements key QA and Training programs and initiatives to drive improvement of customer service metrics such as quality, contact rate and contact time.
• Identify opportunities in global and regional operations and address them accordingly with framework or initiatives.
• Implement clear overall quality strategies with scalable processes, tools and systems that allow efficient monitoring of performance versus target.
• Support global QA operations by managing pre-and-post-launch tool integration and empowering leadership through comprehensive Train-the-Trainer sessions.
• Develop effective intelligence and business insight strategy based on analysis and assessment of customer inputs and satisfaction scores. Present feedback results to leadership teams to reinforce overall drivers of our customer's experience and provide actionable recommendations for improvements.

Qualifications:

Minimum Qualifications:

• Bachelor degree or above with proven experience in quality assurance, coaching and training.
• Proven track record in analytical, problem-solving, or project management roles, specifically managing complex KPIs and operational processes.
• Ability to leverage data to drive decision-making; highly proficient in Excel with experience structuring and interpreting data dashboards.
• Excellent stakeholder and program management skills, to influence cross-functional stakeholders to achieve results.
• High Oral/Written proficiency in English and Spanish is required for this role due to cross functional collaboration with global teams.
• Self-motivated, able to learn and work independently in global teams.

Preferred Qualifications:

• Experience in the e Commerce industry is a plus.

Client-provided location(s): Mexico City, Mexico Job ID: Tik Tok-7592348917053770037Employment Type: OTHERPosted: 2026-01-07T19:57:22Apply on company site

Perks and Benefits

Health and Wellness

• Health Insurance
• Dental Insurance
• Vision Insurance
• HSA
• Life Insurance
• Fitness Subsidies
• Short-Term Disability
• Long-Term Disability
• On-Site Gym
• Mental Health Benefits
• Virtual Fitness Classes

Parental Benefits

• Fertility Benefits
• Adoption Assistance Program
• Family Support Resources

Work Flexibility

• Flexible Work Hours
• Hybrid Work Opportunities

Office Life and Perks

• Casual Dress
• Snacks
• Pet-friendly Office
• Happy Hours
• Some Meals Provided
• Company Outings
• On-Site Cafeteria
• Holiday Events

Vacation and Time Off

• Paid Vacation
• Paid Holidays
• Personal/Sick Days
• Leave of Absence

Financial and Retirement

• 401(K) With Company Matching
• Performance Bonus
• Company Equity

Professional Development

• Promote From Within
• Access to Online Courses
• Leadership Training Program
• Associate or Rotational Training Program
• Mentor Program

Diversity and Inclusion

• Diversity, Equity, and Inclusion Program
• Employee Resource Groups (ERG)

Company Videos

Hear directly from employees about what it is like to work at Tik Tok.
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Next Up Tik Tok Client Provided Video 101:20

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• 02:18Working at Tik Tok- Get Ready With Ali01:20Tik Tok Client Provided Video 100:33Client Provided Video 2 - Tik Tok02:07Working at Tik Tok
• Limitless Possibilities01:41Working at Tik Tok
• Women's Community01:31Working at Tik Tok
• Women's Empowerment01:45Working At Tik Tok
• BLXCK01:27Working at Tik Tok
• Diversity, Equity and Inclusion with BLXCK
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