QA Program Manager, Customer Service - USDS

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 within a contact center environment.
- 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.

Qualifications

Minimum Qualifications
- BA/BS degree or equivalent practical experience.
- 2+ years managing/leading 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
- Ability to attend some night-time meetings including occasional weekend coverage for high level escalations as needed.
- Must be able to travel up to 30% of the time, including both domestic and international travel as needed.

Preferred Qualifications
- Experience in E-commerce or marketplace platforms is a plus.
- Self-motivated, able to learn and work independently in global teams.
- Excellent written and verbal communication skills to coordinate processes and projects involving internal and external stakeholders.

D&I Statement
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

Accommodation Statement
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/ktJP6

Data Security Statement
This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $83600 - $192533 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

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:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.