Senior Algorithm Engineer, E-Commerce Governance and Experience - USDS
T
TikTok
📍 Seattle, Washington, United States
Job Description
About the Team: CCR & VOCThe Consumer Complaint Rate (CCR) and Voice of Customer (VOC) team is at the heart of understanding and improving the user experience on TikTok's e-commerce platform.
- Consumer Complaint Rate (CCR): This metric measures negative consumer feedback by using Natural Language Processing (NLP) to interpret texts from various channels, including product reviews, service tickets, and video comments. It provides critical insights into governance and experience issues across products, customer service, logistics, and content.
- Voice of Customer (VOC): This initiative analyzes the original voice of consumers to proactively identify issues affecting user experience. By monitoring product reviews, video reports, and complaint tickets, VOC integrates alarm information, transfers details to the appropriate teams for resolution, and tracks subsequent trends.
Our vision is to build an intelligent, efficient, and AI-driven future for e-commerce feedback analysis. We ...
- Consumer Complaint Rate (CCR): This metric measures negative consumer feedback by using Natural Language Processing (NLP) to interpret texts from various channels, including product reviews, service tickets, and video comments. It provides critical insights into governance and experience issues across products, customer service, logistics, and content.
- Voice of Customer (VOC): This initiative analyzes the original voice of consumers to proactively identify issues affecting user experience. By monitoring product reviews, video reports, and complaint tickets, VOC integrates alarm information, transfers details to the appropriate teams for resolution, and tracks subsequent trends.
Our vision is to build an intelligent, efficient, and AI-driven future for e-commerce feedback analysis. We ...