Quality Program Manager, SEO

2 weeks ago

Singapore TikTok Pte. Ltd. Full time $104,000 - $130,878 per year

Responsibilities

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

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