TikTok Shop - Quality Assurance Program Manager

Responsibilities

• The role is responsible for maintaining the quality standard across our service delivery framework, driving consistency and improving satisfaction.
• Build and scale a Quality Assurance Specialist Team.
• 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.

Requirements

• BA/BS degree or equivalent practical experience.
• 2+ years managing teams and 3+ years in quality assurance, preferably within Customer Service.
• Problem solver, able to work in a diverse, fast-paced environment with previous analytical experience (i.e. proficient in Excel and able to structure / analyze dashboards).
• Customer focus and proven results of improving the customer experience delivered by a rapidly growing team
• Excellent communication skills to coordinate processes and projects involving internal and external stakeholders.
• Self-motivated, able to learn and work independently in global teams.
• Experience in eCommerce or marketplace platform is a plus.
• Job Information
• [For Pay Transparency] Compensation Description (annually)
• The base salary range for this position in the selected city is $88920 - $159600 annually.
• The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
• For Los Angeles County (unincorporated) Candidates:
• Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
• Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
• Exercising sound judgment.

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