Quality Program Manager, SEO

Team Introduction
As Monetization Product Operations (MPO) our goal is to help businesses have seamless experiences with our advertising solutions, by designing and scaling support processes to resolve technical issues within our product. We're a global team with regional hubs in Singapore, China, Israel, London and multiple locations in the US, and we're expanding to more hubs.
Responsibilities:
Vendor Oversight & Alignment: Manage and drive the QA framework for omnichannel L1 & L2 service programs, ensuring vendor compliance with service industry standards. Align quality expectations across vendors and internal teams to maintain consistency in scoring and performance benchmarks.
Quality Monitoring & Performance Improvement: Lead end-to-end quality assessments across multiple attributes through in-house and vendor auditors. Define and execute strategies to improve vendor QA scores and service excellence.
Internal Team Audits & Monitoring: Conduct regular internal audits to assess adherence to QA frameworks. Monitor internal quality performance alongside vendor assessments and drive continuous improvements across both internal and external service teams.
QA Governance & Reporting: Own all quality assurance metrics across vendor-managed and internal operations. Conduct calibration sessions across time zones to ensure alignment between internal teams, vendors, and global stakeholders.
Data-Driven Optimization: Design data models to identify customer experience failure points across vendor and internal processes, products, and workflows. Partner with operations leaders to drive measurable improvements.
QA Framework & Compliance: Ensure key workflow changes, operational processes elements are reflected in both vendor and internal QA scoring mechanisms. Maintain adherence to internal and external compliance standards.
Business Reviews & Stakeholder Engagement: Lead regular business reviews with vendor operations teams and internal stakeholders, providing data-backed insights and improvement roadmaps. Engage with vendor and internal training & coaching teams to track progress and action plans.
Process Standardization & Training: Collaborate with multiple vendors and internal teams across service programs to standardize QA frameworks and ensure consistent execution. Conduct ongoing QA training and best practices workshops.
Technology & Tooling: Engage in the QMS technology roadmap, advising on QA audit tools. Support build, test, and iteration cycles for internal technology teams to enhance automation and reporting.
Operational Excellence Initiatives: Lead or support Six Sigma, COPC, or other process improvement projects with vendors and internal teams. Promote a culture of continuous improvement to enhance service quality and operational efficiency.
Travel Requirement: 30% travel for vendor site visits, calibration meetings, and quality audits.
Qualifications
Minimum Qualifications
4-5 years of experience in the Quality domain at a leading technology or digital advertising platform
Experience in leading large scale Product & CX operations audits efficiently with good understanding of QA scoring methodologies
Fluent English is mandatory with excellent stakeholder management, communication & project management skills.
Preferred Qualifications
Advanced Excel, Google Studio or Tableau skills are preferred
COPC certified or Six Sigma experience is a plus
Experience working with vendor teams and driving large scale QA audits/programs at scale 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.
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