Quality & CSAT Programs Manager, Vendor Ops

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

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