TikTok Shop - Quality Assurance Program Manager

Responsibilities
About the Team:
Our E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only users but also sellers and creators. We value user experience and work on policies, rules, products, and systems to ensure quality. The Service and Support Center Team (SSC) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SSC is looking for a Quality Assurance (QA) Program Manager role to ensure high-quality standards across BPO partners by leading QA frameworks, audits, and root cause analysis to drive consistent service excellence. It also uses data, governance alignment, and cross-functional project management to continuously improve performance and operational outcomes.

Roles & Responsibilities:
Quality Assurance & Governance
- Uphold high-quality moderation standards across all BPOs to ensure consistency and excellence in service delivery.
- Develop, implement and continuously enhance a robust quality assurance framework aligned with evolving business needs and customer expectations.
- Ensure 100% auditing of DSAT cases by BPO teams and conduct Root Cause Analysis for DSAT cases for the leadership team.
- Perform Audit-the-Auditor checks to maintain QA compliance and standards within BPO teams.
- Participate in global and regional governance discussions to ensure uniformity of quality expectations, reporting, and issue escalation across markets.
Data Analysis & Process Improvement
- Conduct deep-dive root cause analysis of quality gaps to identify actionable insights and implement data-driven quality improvement initiatives.
- Define success metrics for quality programs and provide regular updates to the leadership team.
- Utilize data dashboards and reporting tools to track QA performance, agent-level compliance and operational readiness.
- Maintain structured documentation, risk logs, and reporting dashboards to support transparency and informed decision-making.

Project & Stakeholder Management
- Lead and manage quality-related projects end-to-end: scoping, planning, stakeholder engagement, execution and post-mortem analysis.
- Drive timelines and track deliverables to ensure successful and timely implementation of quality initiatives.
- Collaborate with internal teams and external stakeholders to align on quality standards, workflow optimizations, and feedback loops.
- Lead BPO business reviews and actively participate in internal business reviews to provide actionable insights for decision-making.
- Work across different time zones as required by business needs, including coordination with BPO partners and internal stakeholders.

Qualifications
Minimum Qualifications:
- Bachelor’s degree or equivalent practical experience.
- Proven track record in customer service quality assurance and training operations, ideally within a BPO environment.
- Prior experience as a QA in a BPO setting is a strong advantage.
- Skilled in collaborating across functions and with both technical and non-technical stakeholders.
- Comfortable navigating fast-paced, high-growth environments and influencing product or process enhancements.

Preferred Qualifications:
- Experience in e-commerce marketplace platforms and customer service operations is a plus.

About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.​


Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.​
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.​
​
Diversity & Inclusion​
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.​


TikTok Accommodation
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 https://tinyurl.com/RA-request​


Job Information
【For Pay Transparency】Compensation Description (Annually)
The base salary range for this position in the selected city is $80169 - $129200 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.​
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).​
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.​
For Los Angeles County (unincorporated) Candidates:​
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:​
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;​
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and​
3. Exercising sound judgment.​