E-Commerce - Quality Assurance Program Manager

TikTok; Região Geográfica Intermediária de São Paulo; Presencial; USD 90.000 - 130.000; Tempo integral

Resumo da oferta

TikTok seeks a Quality Assurance Program Manager to enhance our e-commerce quality framework. In this mid-senior level role, you will drive continuous improvement, manage outsourced vendors, and ensure a high-performance team to deliver exceptional customer satisfaction. Join a leading tech company to innovate and secure the user experience.

Qualificações

• 5+ years managing global contact center business.
• Fluency in English and Portuguese required.
• Experience managing outsourced vendors.

Responsabilidades

• Lead quality framework implementation across regions.
• Conduct root cause analysis to improve performance.
• Maintain scorecard by BPO supplier.

Conhecimentos

Excellent written communication

Excellent verbal communication

Interpersonal communication

Problem-solving

Formação académica

Bachelor's degree or equivalent

Descrição da oferta de emprego

E-Commerce - Quality Assurance Program Manager

E-Commerce - Quality Assurance Program Manager

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Responsibilities
About the Team:

Our E-commerce's Governance and Experience 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. We are looking for passionate talents to join us, thus together we can build a e-commerce ecosystem that is innovative, secure, and intuitive for our users.

As a Quality Assurance Program Manager, you will lead efforts to drive continuous improvement across our users, partners and creators. Your focus will be on resolving DSAT (Dissatisfaction) issues, improving 24-hour resolution rates, and enhancing RSAT (Resolution Satisfaction). You will ensure quality frameworks are in place, scalable processes are implemented, and operational excellence is achieved through collaboration with cross-regional stakeholders. This role requires a proactive approach to problem-solving, process optimization, and stakeholder engagement.

Responsibilities:
- Ensure that the quality framework is in place based on the business types/facts by coordinating across regions and stakeholders, producing statistical reports and insights on quality performance.
- Implement a clear overall quality strategy with scalable processes, tools, and systems that allow efficient performance monitoring versus target.
- Access quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with operations teams to improve quality performance.
- Research and understand customer expectations and needs to drive their satisfaction.
- Attends periodic calibration sessions with QA and Operations to ensure calibration on program-related issues.
- Work with BPO suppliers to ensure a high performing tier 1 team to provide world-class services to customers, sellers and creators.
- Be responsible for the overall coordination and execution of the BPO suppliers' operational performance, push service quality and cost efficiency to a healthy trend.
- Coordinate and execute complex customer/seller/creator services related projects in BPO sites.
- Identify, develop, and drive plans to ensure BPO is meeting all performance-related metrics (e.g. – customer satisfaction, service level, handle time).
- Maintain a scorecard by BPO supplier, can prove the BPO success with solid data analysis.
- Own vendor cost per contact trending well. Manage cost related metrics like AHT, repeated contacts, and etc. Audit monthly billing invoices prior to submission for accuracy.
- Own all operational escalations from vendor sites and ensure complete root cause deep dive analysis is completed each time to understand and drive improvements throughout the organization.
- A high volume of travel is required to the local BPO site.
- Ability to attend some night-time meetings including occasional weekend coverage for high level escalations as needed.

Qualifications
Minimum Qualifications:
- Bachelor's degree or equivalent practical experience required.
- 5+ years in managing global contact center business, BPO management experience is preferred.
- Fluency in English and Portuguese is required for the role.
- Experience working with and managing outsourced vendors.
- Excellent written, verbal, and interpersonal communication skills.

Preferred Qualifications:
- Experience in e-commerce or marketplace platforms is a plus.

About ByteDance Brazil
ByteDance is a global incubator of platforms at the cutting edge of commerce, content, entertainment, and enterprise services - over 2.5 billion people interact with ByteDance products, including TikTok.


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.


TikTok Accommodation
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/RA-request

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Project Management and Information Technology

• Industries

  Technology, Information and Internet

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