Local Services, GNE QA Specialist - USDS

Responsibilities

About the team
With the mission of "Inspiring New Life and Helping Good Business", TikTok Local Services is committed to becoming the most trusted local services platform for users and partners.

Through POI, Video, LIVE, Search, and other product forms, TikTok's Local Service aims to connect merchants, service providers, creators and users creatively, making the daily life experience unique, richer, and more efficient.

The USDS Local Services team manages location-based databases and services with the goal of helping local businesses connect with millions of users. By addressing unmet needs, the team plays a vital role in supporting and growing our community in the US market, while protecting U.S user data and privacy.

Responsibilities
- Quality Checks and Training: Ensure that BPOs are able to onboard and deliver on project requirements; Conduct quality checks of BPO agents' performance; Work closely with BPO vendors, including training or resolving their issues or pain points, in order to meet project requirements in a timely manner
- BPO Performance Tracking and Improvement: Regularly track, analyze, and assess BPO performance, ensuring that they meet the SLA and project requirements. Develop and work with relevant internal stakeholders to implement BPO improvement plans (e.g. human-error corrective actions, process optimization, tooling upgrades, policy optimization, etc.)
- BPO Relationship and Daily Management: Oversee and establish relationships with BPO vendors, ensuring that BPO operations and headcount meet our productivity, cost-effectiveness, and other project requirements

Qualifications

Minimum Qualifications
- Bachelor's degree or above
- 1+ years of demonstrated experience in a role involving BPO operations and/or QA, including enforcement, labeling, moderation, or service functions, preferably in the Internet, E-commerce, or O2O industries
- In-depth understanding of BPO management, including requirements management, SOP and SLA development, productivity standards, deriving quality-level metrics, and BPO workforce planning; familiarity with the BPO process and market, including its trends and best practices
- Excellent report-writing and presentation skills

Preferred Qualification
- Experience working with global cross functional teams
- Robust business acumen, with the ability to understand and lead SLA improvement and overall vendor management

As a condition of employment, all successful candidates must be able to establish authorization to work in the United States. For this position, the Company does not provide sponsorship or any immigration-related benefits.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $70304 - $143556 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).