Responsibilities
About the team
TikTok's Customer Support team's vision is to deliver industry-leading support for our users and creators to inspire creativity and bring joy. We are looking for an experienced results oriented individual to join the team that is at the forefront of this mission.
About the role
We are seeking for Quality Program Managers (QPM) to build, optimize and cascade our customer support quality assurance and measurement frameworks as strategic level of initiatives and tactics; using advanced lean process methodology to improve our QA functions in order to improve overall customer satisfaction. As a dedicated Quality Program Manager, you will be working very closely with peering and XFN teams in terms of Pillar QA Team, Partnership Management Team, Business Insights Team, SOP Team, or even Product / Engineering Teams to build and refine comprehensive QA frameworks, procedures, KPI Measurement with a global benchmarking standard.
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Responsibilities:
- Strategical Framework: work closely with Peer / XFN teams to design, compile and optimise end-to-end quality workflows that drive measurable improvements in customer service performance and enable scalable, fair, effective and statistically relevant quality processes for Customer Support. This includes setting quality standards, defining success metrics, and monitoring effectiveness. While establishing and maintaining rigorous audit and review processes to guarantee adherence to quality guidelines.
- Process and Implementation: explaining, sharing, cascading and processing the framework as well as quality related programs globally with pillar and XFN teams based on a very deep understanding (dot to dot, end to end) of the quality frames, mechanisms, measurements and regional quality improvement projects.
- Projecting: initiating, processing and completing the global-level quality Improvement Projects, project-based daily activity, evaluating the priority of different projects and promoting projects as the process-professional and retrieving ROI and the final output to meet the overall customer satisfaction target.
- Performance Monitoring & Reporting: Leverage data analytics such as funnel data analytics to monitor key performance indicators (KPIs) such as customer satisfaction (CSAT), first response time (FRT), first contact resolution (FCR), resolution time and developing metrics, while using these insights to drive continuous improvement. Deliver actionable insights through detailed reporting and visual dashboards to inform decision-making at all levels.
- Continuous Improvement: Stay up-to-date with the latest industry trends, emerging technologies, and customer service best practices. Drive innovation in quality programs and explore new tools, platforms, and approaches to improve customer support at scale.
Qualifications
Minimum Qualifications:
- Bachelor's degree in Business, Operations, or a related field, or equivalent experience.
- At least 3 years of experience in customer support quality assurance with minimum 1 year of quality project/program handling experience.
- Excellent communication skills with strategical thinking, able to think out of box, dare to come out and initiate new ideas and tactics.
- Strong analytical and problem-solving skills, with the ability to derive insights from data to drive actionable decisions.
- Strong initiating, driving and landing projects/programs skills with good ROI-Retrieve mindset,
- Strong multitasking and prioritization skills.
Preferred Qualifications
- 2+ years in handling / managing global level of projects or programs.
- Possessing Knowledge of Six Sigma / Lean processes & continuous improvement methodologies.
- Business Analyst backgrounds are strong value-added points and highly preferred.
- Any knowledge or experience in product operation or workbench platform build-up will be an strong advantage.