User Support Quality Analyst, Customer Support

Responsibilities

About the Team
As part of our growing Customer Support team, you will be responsible for ensuring our users receive professional, efficient, and accurate assistance. Our quality team is responsible for setting the standard of excellence across all support channels.

As a Quality Analyst, you will act as the primary safeguard for quality across our support operations. You will evaluate complex interactions, identify areas for operational improvement, and serve as the critical link that transforms raw quality data into actionable feedback for our stakeholders, Training, and Operations teams. This is an exciting opportunity to join a global operation and provide a world-class support service for our users.

Responsibilities
- Quality Auditing & Analysis: Conduct comprehensive quality & CSAT assessments across the Customer Support team, encompassing complex policies, processes, and regional laws/regulations.
- Trend Spotting & Reporting: Track, flag, and analyze trends and patterns within assessments; cascade actionable insights back to relevant operational stakeholders. Monitor quality assurance & CSAT related metrics, data statistics, and analysis dashboards.
- Policy & Process Expertise: Maintain up-to-date knowledge of key operational guidelines, policy updates, and relevant regulations to ensure evaluations reflect the most recent changes.
- Root Cause & Case Reviews: Use quantitative and qualitative research methods to create and present in-depth case reviews. Adapt reporting for various audiences and internal stakeholders to establish a unified message and an understanding of events and root causes.
- Continuous Improvement: Identify and recommend strategic improvements to policies, processes, systems, and products that mitigate risk to TikTok and improve the overall user experience.
- Feedback & Coaching: Provide constructive, evidence-based feedback to Support team members regarding quality of work, highlighting any identified risks and/or improvement opportunities.
- Training Enablement: Design, prepare, and deliver training and assessments on policies, processes, and operational guidelines based on quality findings.

Qualifications

Minimum Qualifications
- Minimum 2+ years of experience in Quality Assurance, Customer Support, or a related analytical role within a high-volume contact center or fast-paced digital environment.
- Proficient in both written and verbal English communication, with the ability to explain complex policy interpretations clearly and concisely.
- Proven ability to learn, interpret, and apply complex operational policies and procedures with high accuracy.
- Experience delivering evidence-based, constructive feedback and conducting thorough quality assessments.
- High attention to detail with the ability to identify subtle nuances in customer interactions that impact policy compliance.
- Demonstrated ability in problem-solving, root cause analysis, and utilizing research methods to summarize data.
- Experience using ticketing systems, CRM tools (e.g., Zendesk, Salesforce), or specialized QA auditing platforms.

Preferred Qualifications
- Experience facilitating calibration sessions, quality discussions, or delivering training to internal teams or third-party vendors (BPOs).
- Previous experience in a high-growth tech environment, Trust & Safety, or a policy-heavy industry.
- Strong data interpretation skills with the ability to read dashboards and prioritize which queues, trends, or themes require deeper audit focus.
- Deep understanding of customer service KPIs such as CSAT, AHT, FCR, SLA, and Quality scores.
- Track record of resolving complex operational or customer issues with minimal supervision while driving a culture of continuous improvement.