Quality Analyst — Global Support Calibration

TikTok USDS Joint Venture

Scottsdale (AZ)

In loco

USD 70.000 - 95.000

Tempo pieno

6 giorni fa

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Descrizione del lavoro

TikTok USDS Joint Venture LLC is seeking a Quality Analyst to safeguard quality across vendor partners and translate raw data into actionable feedback for Training and Operations. This onsite role focuses on audits, calibration sessions, and SOP maintenance to scale QA across queues.

Strong candidates will have 3+ years in QA or customer support, with excellent policy interpretation, communication, and dispute-resolution skills, plus experience with Zendesk or Salesforce and QA auditing

Competenze

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.

Mansioni

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.