TikTok LIVE - Global Customer Service Quality Analyst, Portuguese Speaking
We are seeking a dedicated and proactive Customer Service Analyst to join our Service Excellence team at TikTok LIVE. The role focuses on assessing and enhancing the quality and effectiveness of customer service interactions across our live streaming platform.
Responsibilities
* Conduct transaction monitoring to analyze customer service content and evaluate the success of interactions, including agents' adherence to protocols, professionalism, accuracy, and problem-solving abilities.
* Establish and maintain a comprehensive knowledge management system; capture, organize, and disseminate information; identify gaps and collaborate with cross-functional teams to develop training materials, FAQs, and other resources for customer service representatives.
* Implement measures to assess the effectiveness of customer service interactions, define evaluation criteria, scorecards, and performance metrics; regularly evaluate agents and provide actionable feedback to improve skills and customer satisfaction.
* Collaborate with training and development teams to identify areas for improvement based on evaluation findings; contribute to training programs, workshops, and coaching sessions.
* Identify opportunities to streamline processes, improve efficiency, and enhance overall quality of customer service interactions; collaborate with cross-functional teams to implement changes and monitor 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.
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.
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
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.
Job details
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Other
* Industries: Technology, Information and Internet
Location: London, United Kingdom
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