Quality Assurance Analyst: Customer Support Ops

TikTok USDS Joint Venture; Scottsdale (AZ); Presencial; USD 65 000 - 95 000; Tempo integral

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Quality Assurance

Policy interpretation

SOP creation

Calibration sessions

Communication skills

Dispute resolution

Ferramentas

Zendesk

Salesforce

Descrição da oferta de emprego

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.