TikTok Shop - Quality Assurance Program Manager

Maintain quality standards across service delivery framework, drive consistency and improve satisfaction. Coordinate with regions and stakeholders to ensure quality framework is in place.

Requirements

• Ensure quality framework is in place based on business needs by coordinating across regions and stakeholders.
• Execute clear overall quality strategy with scalable processes, tools and systems.
• Access quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with operations team to improve quality performance.
• Research and understand customer expectations and needs to drive their satisfaction.
• 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.

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Four Day Work Week