TikTok Looking for Customer Service Quality Program Manager – USDS at Nashville, TN Full Time

Responsibilities

About TikTok

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Mumbai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us

At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire – for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.

About USDS

At TikTok, we’re committed to a process of continuous innovation and improvement in our user experience and safety controls. We’re proud to be able to serve a global community of more than a billion people who use TikTok to creatively express themselves and be entertained, and we’re dedicated to giving them a platform that builds opportunity and fosters connection. We also take our responsibility to safeguard our community seriously, both in how we address potentially harmful content and how we protect against unauthorized access to user data.

U.S. Data Security (“USDS”) is a standalone department of TikTok in the U.S. This new security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and user data in the U.S., so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.

Responsibilities:

• Build and scale a Quality Assurance Specialist Team
• Train new hires and manage the team on a day-to-day basis including coaching and performance management
• Drive root cause analysis, and implement key programs and initiatives to drive improvement of customer service metrics such as contact rate, CSAT, and resolution time
• Implement clear overall quality strategies with scalable processes, tools and systems
• Support analysis of agents’ performance monitoring in each region’s market. Analysis of global QA best practices, implement key programs and initiatives to drive improvement of QA scores and other key metrics such as CSAT
• Analyze reporting and reviewing of bad cases, arbitration and top quality drivers impacting key metrics to come up with solutions for improvement
• Produce statistical reports and insights on quality performance
• Collaborate with cross-functional teams to define action plans that resolve issues and drive continuous operational excellence
• Support for QA tool readiness and train-the-trainer (TTT) sessions
• Calibrate and set benchmark scores with regional QAs and global trainers to maintain concistency in quality evaluations based on updated SOP, tools and quality metrics

Qualifications

Who we’re looking for:

• BA/BS degree or equivalent practical experience
• 2+ years managing teams and 3+ years in quality assurance, preferably within Customer Service
• Problem solver, able to work in a diverse, fast-paced environment with previous analytical experience (i.e. proficient in Excel and able to structure/analyze dashboards)
• Customer focus and proven results of improving the customer experience delivered by a rapidly growing team
• Excellent written and verbal communication skills to coordinate processes and projects involving internal and external stakeholders
• Self-motivated, able to learn and work independently in global teams
• Experience in E-commerce or marketplace platforms is a plus

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 is committed to providing reasonable accommodations during our recruitment process. If you need assistance or an accommodation, please reach out to us at [email protected]