Quality & CSAT Program Leader — Vendor Operations

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

Job summary

TikTok is seeking a Program Manager, Quality & CSAT — Vendor Operations to lead the QA framework across multiple vendor sites and drive CSAT performance. You will calibrate scoring with vendor teams, monitor trends, and perform root-cause analyses to close gaps.

Ideal candidates bring 5+ years in QA/CSAT programs within vendor environments, strong data analytics, and the ability to influence leadership without formal authority. Willingness to travel across APAC and beyond is expected.

Qualifications

• 5+ years of 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 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 weekly/monthly calibration sessions with vendor QA teams to ensure scoring consistency.
• Monitor QA scores, audit variance, and critical error rates.
• Conduct root cause analysis on quality failures and drive CAPs with vendor partners.
• Own CSAT performance across vendor sites, including target setting and driver analysis.
• Translate CSAT insights into actionable improvement programs and coaching frameworks.
• Partner with Training and SME teams to close knowledge gaps identified through data.
• Serve as the primary quality interface with vendor site leadership; conduct regular business reviews.
• Identify performance gaps between sites and vendors and drive standardization.
• Support governance mechanisms including scorecards, penalties/incentives, and ramp quality gates.
• Support quality readiness during launches, transitions, or sunsets.
• Build and maintain QA/CSAT dashboards and reporting; narrate quality trends and risks.
• Correlate quality data with operational metrics to surface systemic issues.
• Define leading indicators to move quality management from reactive to predictive.

Skills

QA programs

CSAT programs

Stakeholder mgmt

Excel analysis

Multi-site

Travel willingness

Tools

MaestroQA

Playvox

In-house tools

Job description

TikTok is seeking a Program Manager, Quality & CSAT — Vendor Operations to lead the QA framework across multiple vendor sites and drive CSAT performance. You will calibrate scoring with vendor teams, monitor trends, and perform root-cause analyses to close gaps.

Ideal candidates bring 5+ years in QA/CSAT programs within vendor environments, strong data analytics, and the ability to influence leadership without formal authority. Willingness to travel across APAC and beyond is expected.