QA Program Manager, Customer Service - USDS

About TikTok U.S. Data Security

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security (“USDS”) is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.



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.



Team Intro

USDS Global E-commerce function is looking for a Quality Assurance Program Manager to be responsible for building and delivering an effective Quality Assurance program within the Service Delivery team. Our mission is to provide world-class service and experience for customers, merchants, and creators. The role is responsible for setting up the quality standard across our service delivery framework, driving consistency and improving satisfaction.

We are open to hiring for this position in Los Angeles, CA.



In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.



Responsibilities

- Build and scale a Quality Assurance Program.

- Works closely with BPO suppliers to ensure a high performing quality assurance program to provide world-class services to customers, sellers and creators.

- Identify, develop, and drive plans to ensure BPO suppliers meet all quality assurance performance related metrics.

- Train new hires and manage the team on a day-to-day basis including coaching and performance management.

- Drive root cause analysis, and implement key programs and initiatives to drive improvement of customer service metrics such as contact rate, CSAT, and resolution time.

- Implement clear overall quality strategies with scalable processes, tools and systems.

- Support analysis of agents' performance monitoring in each region's market. Analysis of global QA best practices, implement key programs and initiatives to drive improvement of QA scores and other key metrics such as CSAT.

- Analyze reporting and reviewing of bad cases, arbitration and top quality drivers impacting key metrics to come up with solutions for improvement.

- Produce statistical reports and insights on quality performance.

- Collaborate with cross-functional teams to define action plans that resolve issues and drive continuous operational excellence.

- Support for QA tool readiness and train-the-trainer (TTT) sessions.

- Calibrate and set benchmark scores with regional QAs and global trainers to maintain consistency in quality evaluations based on updated SOP, tools and quality metrics.