Quality Programs Manager, Customer Support

2 days ago

Singapore TikTok Pte. Ltd. Full time

Responsibilities
About the team
TikTok's Customer Support team aims to deliver industry-leading support for users and creators to inspire creativity and bring joy. We seek an experienced, results-oriented individual to join us at the forefront of this mission.
About the role
We are looking for Quality Program Managers (QPM) to develop, optimize, and implement our customer support quality assurance and measurement frameworks. This involves strategic initiatives and tactics, utilizing advanced lean process methodologies to enhance our QA functions and improve overall customer satisfaction. As a dedicated Quality Program Manager, you will collaborate closely with peer and cross-functional teams, including the Pillar QA Team, Partnership Management Team, Business Insights Team, SOP Team, and Product/Engineering Teams, to build and refine comprehensive QA frameworks, procedures, and KPIs aligned with global benchmarking standards.
Responsibilities:
Strategic Framework:
Collaborate with peer and cross-functional teams to design, compile, and optimize end-to-end quality workflows that drive measurable improvements in customer service performance. Establish scalable, fair, effective, and statistically relevant quality processes for Customer Support, including setting quality standards, defining success metrics, and monitoring effectiveness. Maintain rigorous audit and review processes to ensure adherence to quality guidelines.
Process and Implementation:
Explain, share, cascade, and execute the quality frameworks and programs globally with pillar and cross-functional teams, based on a deep understanding of quality mechanisms, measurements, and regional improvement projects.
Project Management:
Initiate, process, and complete global quality improvement projects. Evaluate project priorities, promote initiatives, and ensure ROI and final outputs meet customer satisfaction targets.
Performance Monitoring & Reporting:
Use data analytics (e.g., funnel data analytics) to monitor KPIs such as CSAT, FRT, FCR, and resolution time. Develop metrics and insights to drive continuous improvement, delivering actionable insights through detailed reports and dashboards.
Continuous Improvement:
Stay updated with industry trends, emerging technologies, and best practices in customer service. Drive innovation in quality programs by exploring new tools, platforms, and approaches to support scalable customer support improvements.
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, including 1 year in quality project/program management.
Excellent communication skills, strategic thinking, and initiative-taking abilities.
Strong analytical and problem-solving skills with data-driven decision-making capabilities.
Proven project initiation, management, and ROI-focused mindset.
Effective multitasking and prioritization skills.
Preferred Qualifications
Over 2 years of managing global projects or programs.
Knowledge of Six Sigma, Lean processes, and continuous improvement methodologies.
Background in Business Analysis is highly valued.
Experience with product operations or workbench platform development is a strong advantage.
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