Quality Insights Specialist, SMB

5 days ago

Singapore TikTok Full time

Responsibilities
TikTok will be prioritizing applicants who have a current right to work in Singapore, and do not require TikTok's sponsorship of a visa.
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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Creation is the core of TikTok's 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. That's how we drive impact - for ourselves, our company, and the communities we serve. Join us.
About the Team
The SMB Quality team is dedicated to enabling our sales partners to deliver exceptional, customer-centric experiences. Together, we measure customer centricity through Customer Satisfaction (CSAT) scores and leverage these insights to inform decisions across all levels of the sales organization. Our team collaborates to identify and address sales blockers, improve sales performance, and provide actionable product feedback. By turning customer feedback into strategic actions, we ensure that the voice of the customer is at the heart of everything we do, driving meaningful outcomes for both our advertisers and our business.
About your role
We are seeking a highly analytical and strategic SMB Quality Insights Specialist to lead and innovate our quality insights infrastructure. In this role, you will drive the development and execution of quantitative and qualitative insights, ensuring they deliver actionable intelligence to improve performance, customer satisfaction, and overall quality within the SMB organization. The ideal candidate combines expertise in data analysis, reporting, quality assurance, and stakeholder collaboration to enhance our customer experience and business outcomes.
Responsibilities:
Conduct in-depth analyses of quality-related data to identify trends, gaps, and opportunities, translating findings into actionable insights.
Design and maintain the data infrastructure required for quality analysis, ensuring the integration of various data sources across SMB sales operations.
Develop and automate reports, dashboards, and visualizations to monitor key quality performance indicators (KPIs) and support data-driven decision-making.
Partner with cross-functional teams, including Sales, Quality, Product, and Training, to align on data requirements and reporting strategies.
Develop scalable processes for quality when it comes to data sharing, collection, cleaning, and validation to ensure accuracy and reliability.
Collaborate with stakeholders to design and refine methodologies for capturing quantitative and qualitative quality metrics.
Actively monitor and troubleshoot data issues, implementing solutions to improve data integrity and consistency.
Stay updated on emerging data tools, technologies, and best practices to enhance the organization's quality data infrastructure.
Qualifications
Minimum Qualifications:
Bachelor’s degree in Data Science, Engineering, Mathematics, Computer Science, Business Analytics, or a related field; advanced degree preferred or equivalent practical experience.
3+ years of experience in data analysis, data engineering, or related roles, preferably within a sales ops, sales or quality assurance environment.
Proficiency in data analysis tools and programming languages, such as SQL, Python, R, or similar.
Experience with data visualization platforms (e.g., Tableau, Power BI, Looker) to create impactful dashboards and reports.
Strong understanding of data architecture, ETL pipelines, and database management.
Exceptional problem-solving skills with a keen eye for identifying patterns and anomalies in data.
Excellent communication skills, with the ability to present complex data insights to non-technical stakeholders.
Preferred Qualifications:
Experience working within digital ad sales or a technology-driven sales organization is a plus.
Familiarity with CRM systems and quality measurement tools.
Demonstrated ability to implement scalable data infrastructure and analytics solutions.
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our
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