Job Description

About the Team:

Our E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only users but also sellers and creators. We value user experience and work on policies, rules, products, and systems to ensure quality. The Service and Support Center Team (SSC) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SSC is looking for a Quality Assurance (QA) Program Manager role to ensure high-quality standards across BPO partners by leading QA frameworks, audits, and root cause analysis to drive consistent service excellence. It also uses data, governance alignment, and cross-functional project management to continuously improve performance and operational outcomes.

Roles & Responsibilities:

Quality Assurance & Governance

- Uphold high-quality moderation standards across all BPOs to ensure consistency and excellence in service delivery.

- Develop, implement and continuously enhance a robust quality assurance framework aligned with evolving business needs and customer expectations.

- Ensure 100% auditing of DSAT cases by BPO teams and conduct Root Cause Analysis for DSAT cases for the leadership team.

- Perform Audit-the-Auditor checks to maintain QA compliance and standards within BPO teams.

- Participate in global and regional governance discussions to ensure uniformity of quality expectations, reporting, and issue escalation across markets.

Data Analysis & Process Improvement

- Conduct deep-dive root cause analysis of quality gaps to identify actionable insights and implement data-driven quality improvement initiatives.

- Define success metrics for quality programs and provide regular updates to the leadership team.

- Utilize data dashboards and reporting tools to track QA performance, agent-level compliance and operational readiness.

- Maintain structured documentation, risk logs, and reporting dashboards to support transparency and informed decision-making.

Project & Stakeholder Management

- Lead and manage quality-related projects end-to-end: scoping, planning, stakeholder engagement, execution and post-mortem analysis.

- Drive timelines and track deliverables to ensure successful and timely implementation of quality initiatives.

- Collaborate with internal teams and external stakeholders to align on quality standards, workflow optimizations, and feedback loops.

- Lead BPO business reviews and actively participate in internal business reviews to provide actionable insights for decision-making.

- Work across different time zones as required by business needs, including coordination with BPO partners and internal stakeholders.