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Strategic Quality Programs Manager

2 weeks ago

Singapore beBeeProgram Full time $90,000 - $120,000
Job Description

Quality programs manager, customer support - a key role in driving industry-leading support for users and creators. This position involves building, optimizing, and cascading quality assurance and measurement frameworks as strategic initiatives.

The ideal candidate will work closely with peer teams to design, compile, and optimize end-to-end quality workflows that drive measurable improvements in customer service performance. Responsibilities include:

  • Establishing and maintaining rigorous audit and review processes to guarantee adherence to quality guidelines
  • Explaining, sharing, and processing quality frameworks and related programs globally with pillar teams
  • Initiating, processing, and completing global-level quality improvement projects

The successful candidate will leverage data analytics to monitor key performance indicators such as customer satisfaction, first response time, and first contact resolution. Deliver actionable insights through detailed reporting and visual dashboards to inform decision-making at all levels.

Required Skills and Qualifications

Minimum qualifications:

  • Bachelor's degree in business, operations, or a related field, or equivalent experience
  • At least 3 years of experience in customer support quality assurance with minimum 1 year of quality project/program handling experience
  • Excellent communication skills with strategical thinking
  • Strong analytical and problem-solving skills

Preferred qualifications:

  • 2+ years of experience in handling global-level projects or programs
  • Possessing knowledge of six sigma/lean processes & continuous improvement methodologies
Benefits

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.

Others

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.