TikTok Shop - Quality Assurance Program Manager

Job description

About the Team: Our E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only users but also sellers and creators. We value user experience and work on policies, rules, products, and systems to ensure quality. The Service and Support Center Team (SSC) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SSC is looking for a Quality Assurance (QA) Program Manager role to ensure high-quality standards across BPO partners by leading QA frameworks, audits, and root cause analysis to drive consistent service excellence. It also uses data, governance alignment, and cross-functional project management to continuously improve performance and operational outcomes. Roles & Responsibilities: Quality Assurance & Governance - Uphold high-quality moderation standards across all BPOs to ensure consistency and excellence in service delivery. - Develop, implement and continuously enhance a robust quality assurance framework aligned with evolving business needs and customer expectations. - Ensure 100% auditing of DSAT cases by BPO teams...