QA Program Manager, Global Selling - 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.

About the Team
USDS Global E-commerce function is looking for a Quality 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.

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 Specialist Team.
- 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 concistency in quality evaluations based on updated SOP, tools and quality metrics.

Qualifications

- 2 years of experience managing teams and demonstrated experience in quality assurance program management
- 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
- Excellent written and verbal communication skills to coordinate processes and projects involving internal and external stakeholders.
- Self-motivated, able to learn and work independently in global teams.
- Experience in E-commerce or marketplace platforms is a plus.

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 usds.accommodations@tiktokusds.com

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 $88000 - $146666 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.

Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees:

We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.

Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.

We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.