Program Manager, Quality & CSAT — Vendor Operations

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

Job summary

TikTok is seeking a seasoned Quality Assurance & Customer Experience professional to lead QA frameworks and CSAT across vendor sites. You will run calibrations, audits, and RCA-driven CAPs, partnering with vendor leadership to improve quality and customer experience while supporting vendor launches and ongoing governance.

Based in Singapore, the role involves collaborating with APAC regions, driving data-driven improvements, and enabling excellence in a high-growth, multi-language support

Qualifications

• 5+ years of experience in quality assurance, customer experience, or vendor/BPO management within support operations, trust & safety, or a related domain.
• Proven track record managing QA or CSAT programs across outsourced/vendor environments, ideally spanning multiple sites or regions.
• Strong analytical skills — comfortable working with large datasets in Excel/Sheets; able to build driver analyses and present insights to stakeholders.
• Experience running calibrations, audits, RCAs, and corrective action programs with measurable outcomes.
• Excellent stakeholder management and communication skills; able to influence vendor leadership without direct authority.
• Willingness to travel to vendor sites (APAC and other regions) as needed.

Responsibilities

• Design, implement, and refine the QA framework across all vendor sites.
• Run calibration sessions with vendor QA teams to ensure quality standards.
• Monitor QA scores and escalate systemic deviations to vendor leadership.
• Conduct root cause analysis on quality failures and drive CAPs to closure.
• Own end-to-end CSAT performance across vendor sites and translate insights into improvements.
• Partner with Training and SME teams to close knowledge gaps identified through CSAT data.
• Serve as the primary quality interface with vendor site leadership and drive reviews.
• Identify performance gaps and drive standardization across the network.
• Support quality readiness during vendor site launches, transitions, and sunsets.
• Build and maintain QA/CSAT dashboards and report leadership visibility.

Skills

QA program mgmt

CSAT analysis

Stakeholder mgmt

Excel/Sheets

Travel readiness

Tools

MaestroQA

Playvox

COPC

Six Sigma

Job description

Responsibilities

The Monetization Product Operations (MPO) is responsible for Customer Support and Tools & Workflows within Product Strategy & Operations team. Its mission is to provide Best in class advertising experience by ensuring excellence in customer service and streamlining process & tools to ensure smooth operations. The team collaborates with Sales to provide post-sales support and works closely with product team on product improvement through feature requests and management of bugs.

Quality Assurance Program Ownership

• Design, implement, and continuously refine the QA framework (scorecards, sampling methodology, calibration cadence, audit workflows) across all vendor sites
• Run weekly/monthly calibration sessions with vendor QA teams to ensure scoring consistency and alignment on quality standards
• Monitor QA scores, internal audit vs. vendor self-audit variance, and critical error rates; elevate systemic deviations to vendor leadership
• Conduct root cause analysis (RCA) on quality failures and drive corrective action plans (CAPs) with vendor partners through to closure

CSAT & Customer Experience

• Own end-to-end CSAT performance across vendor sites, including target setting, trend monitoring, and driver analysis (DSAT deep dives by category, language, site, and agent cohort)
• Translate CSAT/DSAT insights into actionable improvement programs — coaching frameworks, process fixes, knowledge base gaps, and policy clarifications
• Partner with Training and SME teams to close knowledge and skill gaps identified through quality and CSAT data

Vendor Performance Management

• Serve as the primary quality interface with vendor site leadership; run regular business reviews (WBR/MBR/QBR) covering QA, CSAT, and improvement plan progress
• Identify performance gaps between sites and vendors, benchmark best practices, and drive standardization across the network
• Support vendor governance mechanisms including performance scorecards, penalty/incentive frameworks tied to quality KPIs, and new site ramp quality gates
• Support quality readiness during vendor site launches, transitions, and sunsets (baseline audits, ramp certification, knowledge transfer validation)

Analytics & Reporting

• Build and maintain QA/CSAT dashboards and reporting for leadership visibility; own the narrative on quality trends, risks, and wins
• Correlate quality data with other operational metrics (AHT, recategorization, reopen rates, escalations) to surface systemic issues
• Define and track leading indicators to move quality management from reactive to predictive

Qualifications

Minimum Qualification(s)

• 5+ years of experience in quality assurance, customer experience, or vendor/BPO management within support operations, trust & safety, or a related domain
• Proven track record managing QA or CSAT programs across outsourced/vendor environments, ideally spanning multiple sites or regions
• Strong analytical skills — comfortable working with large datasets in Excel/Sheets; able to build driver analyses and present insights to stakeholders
• Experience running calibrations, audits, RCAs, and corrective action programs with measurable outcomes
• Excellent stakeholder management and communication skills; able to influence vendor leadership without direct authority
• Willingness to travel to vendor sites (APAC and other regions) as needed

Preferred Qualification(s)

• Experience in a high-growth tech, e-commerce, or platform environment with complex, multi-language support operations
• Familiarity with QA tools and platforms (e.g., MaestroQA, Playvox, or in-house equivalents) and speech/text analytics
• SQL proficiency for self-serve data analysis
• Experience with COPC, Six Sigma, or similar quality certifications/methodologies
• Experience supporting vendor site launches, transitions, or consolidations

About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

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.