QA & BPO Performance Lead — Customer Experience

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

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.