E-commerce Governance and Experience 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 satisfaction and work on policies, rules and systems to ensure quality.
**Responsibilities**:
- First point of escalations, appeals and clarifications on e-commerce moderation related matters and concerns
- Communicate with parties involved in the appeal process to ensure that they understand the status of their case
- Motivate and strategize how the market moderators will meet accruacy and conduct a weekly check-point on the moderator's performance using scorecards as a point of discussion
- Prepare learning materials for programs and develop onboarding programs for BPO moderators
- Develop training sessions based on cross-functions' moderation knowledge necessities
- Conduct surveys to gauge the effectiveness of training programs and research new teaching methods as necessary
- Evaluate moderator performance to gauge where knowledge and skills are lacking
- Conduct basic data analysis and deliver defined process reports
- Identify opportunities to drive improvements on risk mitigation, process streamlining, quality enhancement, and policy localization as well as optimization at scale
- Work closely with GNE SEA Moderation Lead, QAs and other functions of TikTok E- commence to ensure market moderation meets goals and continuous improvement projects
**Basic Requirements**:
- Bachelor's degree, education, training or equivalent
- At least 2 years experience as a trainer or moderation SME
- Excellent interpersonal and communication skills
- Strong problem-solving and conflict management skills and demonstrated multi-task capabilities and ambiguity
- Excellent organizational skills and can handle business demands under pressure
Preferred Requirements
- Multi-lingual is highly preferred as applicable to the market (English and Indonesian)
- Ability to work in a fast and evolving environment with detail-oriented focus