TikTok Shop – Quality Assurance Program Manager

Overview

In this role, you will define the QA strategy and execution framework to improve customer service quality. You will build and implement learning curricula and training programs to raise service proficiency. You will analyze root causes of user dissatisfaction and drive initiatives that lift CSAT and reduce handling times. You will collaborate with Service stakeholders and present data-driven improvement opportunities to cross-functional teams. This position supports scalable QA processes and coaching compliance to sustain a safer, higher-quality shopping experience.

Responsibilities

• Develop and define QA strategy, execution framework and learning curriculum
• Drive root cause analysis of user dissatisfaction and implement QA and Training initiatives to improve metrics (quality, CSAT, handling time)
• Manage improvement projects ensuring timely launches and success criteria
• Drive operations to meet CSAT and QA goals and enhance auditing quality and coaching compliance
• Collaborate with Service stakeholders to identify monthly learning needs and target learning solutions
• Present improvement opportunities to cross-functional stakeholders with data and problem statements
• Execute daily actions for compensation approvals, BPO escalations handling and unblocking issues
• Implement scalable quality strategies, processes, tools, and systems for performance monitoring versus targets

Key requirements

• Bachelor’s degree or above with experience in program management, quality assurance, coaching, training, or BPO management
• Detail-oriented with strong analytical, problem-solving or project management experience in customer service KPIs and processes
• Problem solver, data-driven, able to work in a fast-paced, diverse environment with analytical experience
• Excellent written and spoken communication to coordinate processes with internal and external stakeholders
• Self-motivated and able to work independently in global teams

• communication
• collaboration
• problem-solving
• QA strategy
• training program design
• root cause analysis

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