TikTok Local Services - Senior Quality Strategy Manager

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Responsibilities

• Serve as the "Bridge" between Policy teams and BPO teams -- intake necessary policy requirements and translate them to training materials as needed. Develop and deliver training programmes to BPO vendors, to ensure that they are able to meet Moderation, Labelling, or Service requirements and standards.
• Design case studies and examples as part of training materials; develop and execute methodologies to assess BPO teams' comprehension of policies and case studies -- so as to execute Moderation, Labelling or Service tasks to the required quality and productivity standards.
• Keep track of policy requirements and downstream training materials; develop an intake and delivery SOP -- to meet policy, enforcement, and service requirements, as well as ensure BPO teams can meet standards required.
• Assess BPO teams' case doubts, and clarify and address their areas of doubt and concerns. Coordinate with Policy teams to update policies and case studies as needed to improve policy implementation by BPO teams.
• Develop and conduct Quality Assurance / Quality Check processes and case checks which are statistically representative, to assess and ensure BPO quality and accuracy, in line with the delivery SLAs.
• Conduct root cause analyses of BPO performance. Coordinate and work with Policy, BPO, Product and other xfn teams as needed, to uplift overall Training Delivery, Training Development, Quality Assurance/ Quality Checks, and Intake and Delivery processes and timelines.

Qualifications

Minimum Qualifications

• Bachelor's degree and above, preferably in a quantitative field such as Mathematics, Statistics, Engineering, Data Analytics, or related fields.
• Data interpretation or analysis will be required for this role. Proficiency in utilising querying and analytical tools, and conducting data analysis (e.g., SQL, Python) is advantageous.
• 4+ years of demonstrated experience in a role involving BPO operations, including enforcement, labelling, moderation, or service, preferably in the Internet, E-commerce, or O2O industry.
• Have in-depth understanding of BPO management, including requirements management, SOP development, SLA, productivity, and quality-level related metrics, and BPO training, workforce planning and management. Familiarity with the BPO industry, including its trends and best practices.
• Excellent report-writing and presentation skills. This role requires the ability to synthesise research and analysis, and to present the outcomes and recommendations in a legible and structured written format to management and stakeholders.
• Possesses strategic thinking, as well as programme management and communication skills, with the ability to manage and push complex projects, as well as influence multiple cross-functional teams.

Preferred Qualifications

• Proactive, independent and driven; able to thrive in ambiguity and handle multiple competing priorities in a fast-paced environment.
• Excellent communication skills, including a demonstrated ability to develop and communicate complex policies and processes in writing. Outstanding communication and training skills is required.