TikTok Local Services - GNE Ops Quality & Training Analyst

Team Introduction
With the mission of "Inspiring New Life and Helping Good Business", Local Services is committed to becoming the most trusted local service platform for users and partners.
In Local Services, through POI, Video, LIVE, Search, and other various products -- services and roles related to life are creatively connected, making the daily life experience richer, more unique, and more innovative.
At the same time, Local Services creates an inclusive and fair business environment, helping merchants, service providers, creators and other roles to continuously create revenue and improve efficiency.
In this regard, the Governance and Experience (GNE) team of Local Services seeks to preserve trust and uplift the user experience for TikTok Local Services, by designing and implementing end-to-end programmes that enable a safe, trustworthy and thriving international marketplace.
As a GNE Ops Quality & Training Analyst, you will be responsible for ensuring that our BPO operations have the necessary training to conduct tasks at scale, and deliver to the necessary Moderation, Labelling and Service quality standards. In this regard, you will develop and deliver training materials and programmes, and be responsible for assessing the quality of our BPO operations. You will hence work closely with Policy teams and our BPO teams and serve as an interlocuteur to deliver quality trainings; you will design and execute processes to more efficiently assess and improve the quality of our BPO operations.

Responsibilities
- Serve as interlocuteur between Policy teams and BPO teams -- intake necessary policy requirements and translate them to training materials as needed. Develop and deliver training programmes to BPO vendors, to ensure that they are able to meet Moderation, Labelling, or Service requirements and standards
- Design case studies and examples as part of training materials; develop and execute methodologies to assess BPO teams' comprehension of policies and case studies -- so as to execute Moderation, Labelling or Service tasks to the required quality and productivity standards
- Keep track of policy requirements and downstream training materials; develop an intake and delivery SOP -- to meet policy, enforcement, and service requirements, as well as ensure BPO teams can meet standards required
- Assess BPO teams' case doubts, and clarify and address their areas of doubt and concerns. Coordinate with Policy teams to update policies and case studies as needed to improve policy implementation by BPO teams
- Develop and conduct Quality Assurance / Quality Check processes and case checks which are statistically representative, to assess and ensure BPO quality and accuracy, in line with the delivery SLAs
- Conduct systematic case checks to uncover further risks in policy or process design, and surface gaps and potential areas of improvement to Policy and Product teams as needed to resolve issues
- Coordinate and work with Policy, BPO, Product and other xfn teams as needed, to uplift overall Training Delivery, Training Development, Quality Assurance/ Quality Checks, and Intake and Delivery processes and timelines
- Regularly track, analyse, and assess BPO performance, ensuring that they meet the Moderation, Labelling or Service necessary quality and other requirements
- Conduct ad-hoc root cause analyses of inadequate BPO performance as need be, in a timely manner

Qualifications

Minimum Qualifications
- Strong Bachelor's degree and above, preferably in a quantitative field such as Mathematics, Statistics, Engineering, Data Analytics, or related fields
- 2+ years of demonstrated experience in a role involving BPO operations, including enforcement, labelling, moderation, or service, preferably in the Internet, E-commerce, or O2O industry

Preferred Qualifications
- Data interpretation or analysis will be required for this role. Proficiency in utilising querying and analytical tools, and conducting data analysis (e.g., SQL, Python) is advantageous
- Have in-depth understanding of BPO management, including requirements management, SOP development, SLA, productivity, and quality-level related metrics, and BPO training, workforce planning and management
- Familiarity with the BPO industry, including its trends and best practices
- Proven track record in end-to-end BPO management, including training, quality assurance, is highly desirable
- Excellent report-writing and presentation skills. This role requires the ability to synthesise research and analysis, and to present the outcomes and recommendations in a legible and structured written format to management and stakeholders
- Possesses strategic thinking, as well as programme management and communication skills, with the ability to manage and push complex projects, as well as influence multiple cross-functional teams
- Familiarity with O2O, E-commerce, or other online and offline local services, governance & customer experience, regulatory and compliance requirements
- Proactive, independent and driven; able to thrive in ambiguity and handle multiple competing priorities in a fast-paced environment
- Excellent English oral and written communication skills, including a demonstrated ability to develop and communicate complex policies and processes in writing. Outstanding communication and training skills is required
- Proficiency in Japanese or Bahasa Indonesia, given the need to hire, develop or review policies, content, or compliance documents for either Japan or Indonesia market

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.