Local Services, GNE QA Specialist - USDS

About the team

With the mission of "Inspiring New Life and Helping Good Business", TikTok Local Services is committed to becoming the most trusted local services platform for users and partners.



Through POI, Video, LIVE, Search, and other product forms, TikTok's Local Service aims to connect merchants, service providers, creators and users creatively, making the daily life experience unique, richer, and more efficient.



The USDS Local Services team manages location-based databases and services with the goal of helping local businesses connect with millions of users. By addressing unmet needs, the team plays a vital role in supporting and growing our community in the US market, while protecting U.S user data and privacy.



Responsibilities

- Quality Checks and Training: Ensure that BPOs are able to onboard and deliver on project requirements; Conduct quality checks of BPO agents' performance; Work closely with BPO vendors, including training or resolving their issues or pain points, in order to meet project requirements in a timely manner

- BPO Performance Tracking and Improvement: Regularly track, analyze, and assess BPO performance, ensuring that they meet the SLA and project requirements. Develop and work with relevant internal stakeholders to implement BPO improvement plans (e.g. human-error corrective actions, process optimization, tooling upgrades, policy optimization, etc.)

- BPO Relationship and Daily Management: Oversee and establish relationships with BPO vendors, ensuring that BPO operations and headcount meet our productivity, cost-effectiveness, and other project requirements