TikTok Local Services - Senior Quality Strategy Manager

Responsibilities

About the team
With the mission of "Inspiring New Life and Helping Good Business", Local Services is committed to becoming the most trusted local service platform for users and partners. In Local Services, through POI, Video, LIVE, Search, and other various products -- services and roles related to life are creatively connected, making the daily life experience richer, more unique, and more innovative.

At the same time, Local Services creates an inclusive and fair business environment, helping merchants, service providers, creators and other roles to continuously create revenue and improve efficiency. In this regard, the Governance and Experience team of Local Services seeks to preserve trust and uplift the user experience for TikTok Local Services, by designing and implementing end-to-end programmes that enable a safe, trustworthy and thriving international marketplace.

Responsibilities
- Serve as the "Bridge" between Policy teams and BPO teams -- intake necessary policy requirements and translate them to training materials as needed. Develop and deliver training programmes to BPO vendors, to ensure that they are able to meet Moderation, Labelling, or Service requirements and standards.
- Design case studies and examples as part of training materials; develop and execute methodologies to assess BPO teams' comprehension of policies and case studies -- so as to execute Moderation, Labelling or Service tasks to the required quality and productivity standards.
- Keep track of policy requirements and downstream training materials; develop an intake and delivery SOP -- to meet policy, enforcement, and service requirements, as well as ensure BPO teams can meet standards required.
- Assess BPO teams' case doubts, and clarify and address their areas of doubt and concerns. Coordinate with Policy teams to update policies and case studies as needed to improve policy implementation by BPO teams.
- Develop and conduct Quality Assurance / Quality Check processes and case checks which are statistically representative, to assess and ensure BPO quality and accuracy, in line with the delivery SLAs.
- Conduct root cause analyses of BPO performance. Coordinate and work with Policy, BPO, Product and other xfn teams as needed, to uplift overall Training Delivery, Training Development, Quality Assurance/ Quality Checks, and Intake and Delivery processes and timelines.