Quality Program Manager, Customer Service - USDS
TikTok.com
Office
Los Angeles, California, United States
Full Time
Team Intro:
The Service and Support Center (SSC), part of the GNE organization within USDS E-Commerce, is dedicated to delivering world-class service and experiences to customers, sellers, and creators globally.
USDS Global E-commerce function is looking for a Quality Program Manager to be responsible for building and delivering an effective Quality Assurance program within the Service Delivery team. Our mission is to provide world-class service and experience for customers, merchants, and creators. The role is responsible for setting up the quality standard across our service delivery framework, driving consistency and improving satisfaction.
In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.
Responsibilities:
- Build and scale a Quality Assurance Specialist Team.
- Train new hires and manage the team on a day-to-day basis including coaching and performance management.
- Drive root cause analysis, and implement key programs and initiatives to drive improvement of customer service metrics such as contact rate, CSAT, and resolution time.
- Implement clear overall quality strategies with scalable processes, tools and systems.
- Support analysis of agents' performance monitoring in each region's market. Analysis of global QA best practices, implement key programs and initiatives to drive improvement of QA scores and other key metrics such as CSAT.
- Analyze reporting and reviewing of bad cases, arbitration and top quality drivers impacting key metrics to come up with solutions for improvement.
- Produce statistical reports and insights on quality performance.
- Collaborate with cross-functional teams to define action plans that resolve issues and drive continuous operational excellence.
- Support for QA tool readiness and train-the-trainer (TTT) sessions.
- Calibrate and set benchmark scores with regional QAs and global trainers to maintain consistency in quality evaluations based on updated SOP, tools and quality metrics.
The Service and Support Center (SSC), part of the GNE organization within USDS E-Commerce, is dedicated to delivering world-class service and experiences to customers, sellers, and creators globally.
USDS Global E-commerce function is looking for a Quality Program Manager to be responsible for building and delivering an effective Quality Assurance program within the Service Delivery team. Our mission is to provide world-class service and experience for customers, merchants, and creators. The role is responsible for setting up the quality standard across our service delivery framework, driving consistency and improving satisfaction.
In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.
Responsibilities:
- Build and scale a Quality Assurance Specialist Team.
- Train new hires and manage the team on a day-to-day basis including coaching and performance management.
- Drive root cause analysis, and implement key programs and initiatives to drive improvement of customer service metrics such as contact rate, CSAT, and resolution time.
- Implement clear overall quality strategies with scalable processes, tools and systems.
- Support analysis of agents' performance monitoring in each region's market. Analysis of global QA best practices, implement key programs and initiatives to drive improvement of QA scores and other key metrics such as CSAT.
- Analyze reporting and reviewing of bad cases, arbitration and top quality drivers impacting key metrics to come up with solutions for improvement.
- Produce statistical reports and insights on quality performance.
- Collaborate with cross-functional teams to define action plans that resolve issues and drive continuous operational excellence.
- Support for QA tool readiness and train-the-trainer (TTT) sessions.
- Calibrate and set benchmark scores with regional QAs and global trainers to maintain consistency in quality evaluations based on updated SOP, tools and quality metrics.
Quality Program Manager, Customer Service - USDS
Office
Los Angeles, California, United States
Full Time
August 28, 2025