TikTok LIVE - Global Customer Service Quality Analyst, Portuguese Speaking

The livestream industry has seen tremendous growth in recent years and has become the next growth driver for TikTok global business. It also brings great joy to users globally and creates a new channel for our creators to show themselves. We want passionate and talented people to join our product and operations team. Together we can build an innovative, secure, and intuitive live traffic and ecosystem team for our users.

TikTok LIVE is seeking a dedicated and proactive Customer Service Analyst to join our Service Excellence team. In this vital role, you will be responsible for assessing and enhancing the quality and effectiveness of customer service interactions.

Detailed responsibilities include:

• Conduct transaction monitoring to analyze customer service content to evaluate the success of interactions. Assess customer service representatives' adherence to protocols, professionalism, accuracy, and problem-solving abilities.
• Establish and maintain a comprehensive knowledge management system to capture, organize, and disseminate relevant information. Identify gaps in knowledge resources and work with cross-functional teams to develop training materials, FAQs, and other resources for customer service representatives.
• Implement related measures to assess the effectiveness of customer service interactions. Define evaluation criteria, scorecards, and performance metrics. Regularly evaluate customer service representatives' performance and provide actionable feedback to enhance their skills and improve customer satisfaction.
• Collaborate with training and development teams to identify areas for improvement based on evaluation findings. Contribute to the development of training programs, workshops, and coaching sessions to address performance gaps and enhance customer service representatives' capabilities.
• Identify opportunities to streamline processes, improve efficiency, and enhance the overall quality of customer service interactions. Collaborate with cross-functional teams to implement process changes, develop best practices, and monitor their effectiveness.
• Stay informed about emerging trends, technologies, and best practices in customer service. Research and implement innovative tools and approaches to optimize knowledge management and related CS processes.
• Maintain accurate documentation of quality evaluation results, training materials, and knowledge resources. Generate regular reports on key performance indicators, trends, and improvement initiatives. Present findings and recommendations to management for informed decision-making.

Qualifications:

Minimum Qualifications:

• Bachelor’s degree or above, livestream product user;
• Proficiency in English as a working language and Portuguese is required, as there would be a need to liaise with Portuguese stakeholders;
• Proven experience in evaluating customer service experience, preferably in a customer service or contact center or BPO environment.

Preferred Qualifications:

• Possesses strong learning ability, cross-department communication and collaboration skills;
• Familiar with office software such as Excel, Word, etc. With data processing experience and other data analysis capabilities are preferred;
• Good communication and listening skills, able to abstract problems and find solutions proactively. Ability to provide constructive feedback and effectively coach individuals.

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.