Program Manager - Quality & CSAT Operations

TikTok; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

TikTok is seeking a Quality Assurance and Customer Experience Leader to own QA frameworks and CSAT programs across multiple vendor sites. You will lead calibration, audits, and RCA/CAP processes, partner with vendors and internal teams to drive improvements, and own dashboards that track quality trends and outcomes.

You will work closely with the Sales and Product Strategy & Operations teams to ensure best-in-class advertising experience and smooth operations, with travel to APAC and other

Qualifications

• 5+ years of QA, CX, or vendor/BPO management in support operations or related domains.
• Proven track record managing QA/CSAT programs across outsourced environments.
• Strong analytical skills with large datasets; ability to present insights.
• Experience running calibrations, audits, RCAs, and CAPs with measurable outcomes.
• Excellent stakeholder management; able to influence vendor leadership.
• Willingness to travel to APAC and other regions.

Responsibilities

• Own QA framework across vendor sites, including scorecards and audits.
• Lead calibration sessions to ensure scoring consistency and standards.
• Monitor QA scores and escalate systemic deviations with vendor leadership.
• Conduct RCA on quality failures and drive CAPs to closure.
• Own end-to-end CSAT performance and translate insights into improvements.
• Partner with Training and SMEs to close knowledge gaps from data.
• Serve as primary quality interface in vendor leadership; run business reviews.
• Identify performance gaps; drive standardization across the network.
• Support quality readiness during site launches and transitions.
• Build and maintain QA/CSAT dashboards; narrate quality trends to leadership.
• Correlate QA data with metrics like AHT, reopens; surface issues.
• Define leading indicators to shift quality from reactive to proactive.

Skills

QA & CSAT mgmt

Stakeholder mgmt

Data analysis

Vendor management

Excel/Sheets

Communication

Travel to APAC

Tools

MaestroQA

Playvox

SQL

Job description

TikTok is seeking a Quality Assurance and Customer Experience Leader to own QA frameworks and CSAT programs across multiple vendor sites. You will lead calibration, audits, and RCA/CAP processes, partner with vendors and internal teams to drive improvements, and own dashboards that track quality trends and outcomes.

You will work closely with the Sales and Product Strategy & Operations teams to ensure best-in-class advertising experience and smooth operations, with travel to APAC and other