QA Program Manager: Drive Quality & CSAT Excellence

TikTok; Greater London; On-site; GBP 65,000 - 95,000; Full time

Job summary

TikTok Shop in London seeks a Quality Assurance Program Manager to shape QA strategy, build an execution framework, and design a learning curriculum for the team. You will partner with global groups to elevate CSAT, auditing quality, and coaching compliance.

The role leads improvement projects, analyzes root causes, and drives scalable QA processes across the organization, ensuring timely launches and measurable impact.

Qualifications

• Bachelor's degree or above with experience in program management / quality assurance / coaching / training / BPO management.
• Detail-oriented with strong analytical/problem-solving abilities.
• Data-driven and able to work in a diverse, fast-paced environment with analytical experience.
• Excellent written and spoken communication to coordinate processes and projects with internal and external stakeholders.
• Self-motivated, able to learn and work independently in global teams.

Responsibilities

• Develop and define QA strategy, execution framework and learning curriculum.
• Drive root causes analysis of user dissatisfaction and implement QA and Training programs to improve CSAT and handling time.
• Manage improvement projects ensuring timely launches and success criteria achieved.
• Drive operations to reach CSAT and QA goals set by the global team, reducing errors and improving auditing quality.
• Collaborate with Service stakeholders to identify monthly learning needs and target learning solutions.
• Present improvement opportunities to cross-functional stakeholders with data, context, problem statement, proposed solution.
• Execute daily operational actions to ensure compensation approvals, BPO escalations handling and unblocking issues.
• Implement scalable quality strategies with processes, tools and systems for monitoring performance vs targets.

Skills

Detail-oriented

Analytical and problem-solving

Communication skills

Self-motivated

Project management experience

Education

Bachelor's degree or above

Job description

TikTok Shop in London seeks a Quality Assurance Program Manager to shape QA strategy, build an execution framework, and design a learning curriculum for the team. You will partner with global groups to elevate CSAT, auditing quality, and coaching compliance.

The role leads improvement projects, analyzes root causes, and drives scalable QA processes across the organization, ensuring timely launches and measurable impact.