QA Analyst, Customer Support Ops

TikTok USDS Joint Venture; Scottsdale (AZ); On-site; USD 65,000 - 95,000; Full time

Job summary

TikTok USDS Joint Venture LLC is seeking a Quality Analyst to safeguard quality across vendor partners and translate data into actionable feedback for Training and Operations teams.

In this role, you will review BPO evaluations, lead calibration sessions, and drive SOP updates to align policies across all channels. A strong background in quality assurance, policy interpretation, and dispute resolution is essential for success.

Qualifications

• 3 years of experience in Quality Assurance, Customer Support, or a related role within a high-volume contact center environment.
• Proven ability to learn, interpret, and apply complex operational policies and procedures with high accuracy.
• Experience delivering evidence-based feedback during calibration sessions or professional dispute resolutions.
• Demonstrated experience participating in or leading SOP creation, maintenance, and process enrichment initiatives
• High attention to detail with the ability to identify subtle nuances in customer interactions that impact policy compliance.
• Strong written and verbal communication skills, with the ability to explain complex policy interpretations clearly and concisely.

Responsibilities

• Support the audit-of-the-auditor process by reviewing BPO evaluations and providing constructive feedback to ensure global alignment.
• Lead recurring calibration sessions where in-house and BPO teams grade the same interactions to ensure alignment and maintain high quality standards.
• Share quality insights and recurring trends with Training and Quality leaders to help inform new training modules or coaching focus areas.
• Manage assigned audit queues and productivity targets to ensure we are hitting the required sample sizes for each product or market.
• Handle the QA dispute process, acting as a fair and objective mediator when associates or leads challenge a quality score.
• Maintain up-to-date knowledge of all Customer Support policies, SOPs, and Macros, ensuring that evaluation rubrics reflect the most recent changes.
• Initiate and lead QA projects that improve internal workflows, optimize audit processes, and scale solutions across queues.
• Actively maintain, update, and enrich standard operating procedures (SOPs) and documentation based on operational insights and policy changes.

Skills

Quality Assurance

Policy interpretation

SOP creation

Calibration sessions

Communication skills

Dispute resolution

Tools

Zendesk

Salesforce

Job description

Responsibilities

About the Team

The Customer Support organization ensures TikTok USDS JV users receive professional, efficient, and accurate assistance. Our Quality Assurance team is responsible for setting the standard of excellence across all support channels. As a Quality Analyst, your focus would be on BPO accountability and process standardization. You will act as the primary safeguard for quality across our vendor partners. You are the critical link that transforms raw quality data into actionable feedback for our Training and Operations teams.

Responsibilities

• Support the "audit-of-the-auditor" process by reviewing BPO evaluations and providing constructive feedback to ensure global alignment.
• Lead recurring calibration sessions where in-house and BPO teams grade the same interactions to ensure alignment and maintain high quality standards.
• Share quality insights and recurring trends with Training and Quality leaders to help inform new training modules or coaching focus areas.
• Manage assigned audit queues and productivity targets to ensure we are hitting the required sample sizes for each product or market.
• Handle the QA dispute process, acting as a fair and objective mediator when associates or leads challenge a quality score.
• Maintain up-to-date knowledge of all Customer Support policies, SOPs, and Macros, ensuring that evaluation rubrics reflect the most recent changes.
• Initiate and lead QA projects that improve internal workflows, optimize audit processes, and scale solutions across queues.
• Actively maintain, update, and enrich standard operating procedures (SOPs) and documentation based on operational insights and policy changes.

Qualifications

Minimum Qualifications

• 3 years of experience in Quality Assurance, Customer Support, or a related role within a high-volume contact center environment.
• Proven ability to learn, interpret, and apply complex operational policies and procedures with high accuracy.
• Experience delivering evidence-based feedback during calibration sessions or professional dispute resolutions.
• Demonstrated experience participating in or leading SOP creation, maintenance, and process enrichment initiatives
• High attention to detail with the ability to identify subtle nuances in customer interactions that impact policy compliance.
• Strong written and verbal communication skills, with the ability to explain complex policy interpretations clearly and concisely.

Preferred Qualifications

• Experience facilitating calibration sessions or quality discussions with third-party vendors (BPOs) or internal stakeholders.
• Familiarity with CRM tools (e.g., Zendesk, Salesforce) and specialized QA auditing platforms.
• Previous experience in a high-growth tech environment or policy-heavy industry.
• Basic project management experience with a track record of driving process improvements or tool updates to completion.
• Intermediate data analysis skills—ability to aggregate and visualize queue data to drive targeted QA priorities and operational solutions

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