Tiktok Local Services

Responsibilities
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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible. Together, we inspire creativity and enrich life - a mission we aim towards achieving every day. To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At TikTok, we create together and grow together. That's how we drive impact-for ourselves, our company, and the users we serve. Join us.
Team Introduction
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.
In Local Services, through POI, Video, LIVE, Search, and other various products -- services and roles related to life are creatively connected, making the daily life experience richer, more unique, and more innovative.
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.
In this regard, the Governance and Experience (GNE) team of Local Services seeks to preserve trust and uplift the user experience for TikTok Local Services, by designing and implementing end-to-end programmes that enable a safe, trustworthy and thriving international marketplace.
As a GNE Ops Quality & Training Analyst, you will be responsible for ensuring that our BPO operations have the necessary training to conduct tasks at scale, and deliver to the necessary Moderation, Labelling and Service quality standards. In this regard, you will develop and deliver training materials and programmes, and be responsible for assessing the quality of our BPO operations. You will hence work closely with Policy teams and our BPO teams and serve as an interlocuteur to deliver quality trainings; you will design and execute processes to more efficiently assess and improve the quality of our BPO operations.

**Responsibilities**:

- Serve as interlocuteur 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 systematic case checks to uncover further risks in policy or process design, and surface gaps and potential areas of improvement to Policy and Product teams as needed to resolve issues
- Coordinate and work with Policy, BPO, Product and other xfn teams as needed, to uplift overall Training Delivery, Training Development, Quality Assurance/ Quality Checks, and Intake and Delivery processes and timelines
- Regularly track, analyse, and assess BPO performance, ensuring that they meet the Moderation, Labelling or Service necessary quality and other requirements
- Conduct ad-hoc root cause analyses of inadequate BPO performance as need be, in a timely manner

**Qualifications**:
Minimum Qualifications
- Strong Bachelor's degree and above, preferably in a quantitative field such as Mathematics, Statistics, Engineering, Data Analytics, or related fields
- 2+ 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

Preferred Qualifications
- Data interpretation or analysis will be required for this role. Proficiency in utilising querying and analytical tools, and conducting data analysis (e.g., SQL, Python) is advantageous
- Have in-depth understanding of BPO management, including requirements management, SOP development, SLA, produc