Quality Strategy Analyst

TikTok; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading social media platform seeks a Quality Strategy Analyst based in Singapore. This role involves serving as the bridge between policy and BPO teams, designing training programs, and ensuring compliance with quality standards. A Bachelor's degree in a quantitative field is required, along with proficiency in data analysis tools like SQL and Python. Ideal candidates will have experience in BPO operations, along with strong report-writing and communication skills. This fast-paced position demands strategic thinking and the ability to manage multiple priorities.

Qualifications

• Bachelor's degree and above, preferably in a quantitative field such as Mathematics, Statistics, Engineering, Data Analytics, or related fields.
• Proficiency in utilising querying and analytical tools.
• Demonstrated experience in BPO operations with enforcement, labelling, moderation, or service.

Responsibilities

• Serve as the 'Bridge' between Policy teams and BPO teams.
• Design and develop training programmes for BPO vendors.
• Keep track of policy requirements and develop delivery SOP.
• Assess BPO teams' case doubts and provide clarifications.
• Conduct Quality Assurance processes to ensure BPO quality.
• Conduct root cause analyses of BPO performance.

Skills

Data interpretation or analysis

Proficiency in SQL

Proficiency in Python

Report-writing

Presentation skills

Strategic thinking

Programme management skills

Communication skills

Education

Bachelor's degree in quantitative fields

Job description

Global Operations

TikTok Local Services - Quality Strategy Analyst

Location: Singapore

Employment Type: Regular

Job Code: A256914A

With the mission of "Inspiring New Life and Helping Good Business", Local Services is committed to becoming the most trusted local service platform for users and partners. Through POI, Video, LIVE, Search, and other various products, services and roles related to life are creatively connected, making the daily life experience richer, more unique, and more innovative.

Local Services creates an inclusive and fair healthy business environment, helping merchants, service providers, creators and other roles to continuously create revenue and improve efficiency. The Governance and Experience team seeks to preserve trust and uplift the user experience by designing and implementing end-to-end programmes that enable a safe, trustworthy and thriving international marketplace.

Responsibilities

• Serve as the "Bridge" between Policy teams and BPO teams -- intake necessary policy requirements and translate them to training materials as needed. Develop and deliver training programmes to BPO vendors, to ensure that they are able to meet Moderation, Labelling, or Service requirements and standards.
• Design case studies and examples as part of training materials; develop and execute methodologies to assess BPO teams' comprehension of policies and case studies -- so as to execute Moderation, Labelling or Service tasks to the required quality and productivity standards.
• Keep track of policy requirements and downstream training materials; develop an intake and delivery SOP -- to meet policy, enforcement, and service requirements, as well as ensure BPO teams can meet standards required.
• Assess BPO teams' case doubts, and clarify and address their areas of doubt and concerns. Coordinate with Policy teams to update policies and case studies as needed to improve policy implementation by BPO teams.
• Develop and conduct Quality Assurance/ Quality Check processes and case checks which are statistically representative, to assess and ensure BPO quality and accuracy, in line with the delivery SLAs.
• Conduct root cause analyses of BPO performance. Coordinate and work with Policy, BPO, Product and other xfn teams as needed, to uplift overall Training Delivery, Training Development, Quality Assurance/ Quality Checks, and Intake and Delivery processes and timelines.

Qualifications

• Bachelor's degree and above, preferably in a quantitative field such as Mathematics, Statistics, Engineering, Data Analytics, or related fields.
• Data interpretation or analysis will be required for this role. Proficiency in utilising querying and analytical tools, and conducting data analysis (e.g., SQL, Python) is advantageous.
• Demonstrated experience in a role involving BPO operations, including enforcement, labelling, moderation, or service, preferably in the Internet, E-commerce, or O2O industry.
• Have in-depth understanding of BPO management, including requirements management, SOP development, SLA, productivity, and quality-level related metrics, and BPO training, workforce planning and management. Familiarity with the BPO industry, including its trends and best practices.
• Excellent report-writing and presentation skills. This role requires the ability to synthesise research and analysis, and to present the outcomes and recommendations in a legible and structured written format to management and stakeholders.
• Possesses strategic thinking, as well as programme management and communication skills, with the ability to manage and push complex projects, as well as influence multiple cross-functional teams.

Preferred Qualifications

• Proactive, independent and driven; able to thrive in ambiguity and handle multiple competing priorities in a fast-paced environment.
• Excellent communication skills, including a demonstrated ability to develop and communicate complex policies and processes in writing. Outstanding communication and training skills is required.