Customer Experience BPO Operation QA Specialist - USDS

TikTok USDS Joint Venture; San Jose (CA); On-site; USD 73,000 - 169,000; Full time

Job summary

TikTok USDS Joint Venture LLC's Local Services team focuses on connecting US merchants and users through BPO onboarding and quality checks, ensuring vendor performance aligns with project goals.

This role centers on quality assurance, performance tracking, and daily vendor management to optimize processes, meet SLAs, and support data-driven improvements in a fast‑paced tech environment.

Qualifications

• Bachelor's degree or above.
• 1+ years of demonstrated experience in BPO operations and/or QA, including enforcement, labeling, moderation, or service functions.
• In-depth understanding of BPO management: SOP/SLA development, productivity standards, and workforce planning.
• Excellent report-writing and presentation skills.

Responsibilities

• Quality checks and training for onboarding and delivery of project requirements; train or resolve agent issues with BPO vendors.
• Track, analyze, and improve BPO performance to meet SLA and project needs; implement improvement plans.
• Oversee relationships with BPO vendors and ensure operations/headcount meet productivity and cost targets.

Skills

BPO operations

QA experience

SLA knowledge

Reporting skills

Presentation skills

Education

Bachelor's degree or above

Job description

Responsibilities

About the team

With the mission of \"Inspiring New Life and Helping Good Business\", TikTok Local Services is committed to becoming the most trusted local services platform for users and partners.

Through POI, Video, LIVE, Search, and other product forms, TikTok's Local Service aims to connect merchants, service providers, creators and users creatively, making the daily life experience unique, richer, and more efficient.

The USDS Local Services team manages location-based databases and services with the goal of helping local businesses connect with millions of users. By addressing unmet needs, the team plays a vital role in supporting and growing our community in the US market, while protecting U.S user data and privacy.

Responsibilities

• Quality Checks and Training: Ensure that BPOs are able to onboard and deliver on project requirements; Conduct quality checks of BPO agents' performance; Work closely with BPO vendors, including training or resolving their issues or pain points, in order to meet project requirements in a timely manner


• BPO Performance Tracking and Improvement: Regularly track, analyze, and assess BPO performance, ensuring that they meet the SLA and project requirements. Develop and work with relevant internal stakeholders to implement BPO improvement plans (e.g. human-error corrective actions, process optimization, tooling upgrades, policy optimization, etc.)


• BPO Relationship and Daily Management: Oversee and establish relationships with BPO vendors, ensuring that BPO operations and headcount meet our productivity, cost-effectiveness, and other project requirements

Qualifications

Minimum Qualifications

• Bachelor's degree or above


• 1+ years of demonstrated experience in a role involving BPO operations and/or QA, including enforcement, labeling, moderation, or service functions, preferably in the Internet, E-commerce, or O2O industries


• In-depth understanding of BPO management, including requirements management, SOP and SLA development, productivity standards, deriving quality-level metrics, and BPO workforce planning; familiarity with the BPO process and market, including its trends and best practices


• Excellent report-writing and presentation skills

Preferred Qualifications

• Experience working with global cross functional teams


• Robust business acumen, with the ability to understand and lead SLA improvement and overall vendor management

About USDS

TikTok USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture has been established in compliance with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program we operate under defined safeguards to protect national security and secure U.S. user data, apps and the algorithm. We safeguard the U.S. content ecosystem, holding decision-making authority for trust and safety policies and moderation. USDS Joint Venture helps ensure Americans can continue to express their creativity, discover new hobbies and interests, and build thriving communities and businesses on a global scale.

On-site presence across teams allows the company to operate with greater speed, alignment, and agility — especially in areas like real-time decision-making, team development, and integrated execution. As such, the company is shifting from a hybrid work model to a fully in-person schedule up to 5 days a week.

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.

USDS Reasonable Accommodation

USDS is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/USDS-RA

Job Information

【For Pay Transparency】Compensation Description (Annually)

The base salary range for this position in the selected city is $73467 - $168889 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;


2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and


3. Exercising sound judgment.