Local Services

TikTok Local Services - Senior Quality Strategy Manager
Overview
With the mission of "Inspiring New Life and Helping Good Business", Local Services is committed to becoming the most trusted local service platform for users and partners. Local Services connects services and life-related roles through POI, Video, LIVE, and Search to enrich daily life experiences and foster innovation.
At the same time, Local Services creates an inclusive and fair business environment, helping merchants, service providers, creators and other roles to continuously create revenue and improve efficiency. The Governance and Experience team designs end-to-end programmes to enable a safe, trustworthy and thriving international marketplace.
Responsibilities
Serve as the "Bridge" between Policy teams and BPO teams -- intake necessary policy requirements and translate them to training materials as needed. Develop and deliver training programmes to BPO vendors, to ensure that they are able to meet Moderation, Labelling, or Service requirements and standards.
Design case studies and examples as part of training materials; develop and execute methodologies to assess BPO teams' comprehension of policies and case studies -- so as to execute Moderation, Labelling or Service tasks to the required quality and productivity standards.
Keep track of policy requirements and downstream training materials; develop an intake and delivery SOP -- to meet policy, enforcement, and service requirements, as well as ensure BPO teams can meet standards required.
Assess BPO teams' case doubts, and clarify and address their areas of doubt and concerns. Coordinate with Policy teams to update policies and case studies as needed to improve policy implementation by BPO teams.
Develop and conduct Quality Assurance / Quality Check processes and case checks which are statistically representative, to assess and ensure BPO quality and accuracy, in line with the delivery SLAs.
Conduct root cause analyses of BPO performance. Coordinate and work with Policy, BPO, Product and other cross-functional teams as needed, to uplift overall Training Delivery, Training Development, Quality Assurance / Quality Checks, and Intake and Delivery processes and timelines.
Qualifications
Minimum Qualifications
Bachelor's degree and above, preferably in a quantitative field such as Mathematics, Statistics, Engineering, Data Analytics, or related fields.
Data interpretation or analysis will be required for this role. Proficiency in utilizing querying and analytical tools, and conducting data analysis (e.g., SQL, Python) is advantageous.
4+ years of demonstrated experience in a role involving BPO operations, including enforcement, labelling, moderation, or service, preferably in the Internet, E-commerce, or O2O industry.
Have in-depth understanding of BPO management, including requirements management, SOP development, SLA, productivity, and quality-level related metrics, and BPO training, workforce planning and management. Familiarity with the BPO industry, including its trends and best practices.
Excellent report-writing and presentation skills. This role requires the ability to synthesise research and analysis, and to present the outcomes and recommendations in a legible and structured written format to management and stakeholders.
Possesses strategic thinking, as well as programme management and communication skills, with the ability to manage and push complex projects, as well as influence multiple cross-functional teams.
Preferred Qualifications
Proactive, independent and driven; able to thrive in ambiguity and handle multiple competing priorities in a fast-paced environment.
Excellent communication skills, including a demonstrated ability to develop and communicate complex policies and processes in writing. Outstanding communication and training skills is required.
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.
Job Details
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Management and Manufacturing
Industries: Technology, Information and Internet
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