Partner Management - Quality Analyst, T&S

Responsibilities

About the team

TikTok's Customer Support team's vision is to deliver industry-leading support for our users and creators to inspire creativity and bring joy. We are looking for an experienced results oriented individual to join the team that is at the forefront of this mission. In this role, you will be focused on prioritizing, designing and launching policies, processes and workflow improvement programs that enhance TikTok's user and creator experience. You will be part of a global team, continuously assessing whether our policies and processes meet safety standards and are effective at delivering ambitious customer success goals. You will advocate for customers in critical product and operations forums and partner with cross-functional teams to build industry-leading customer support capability, identifying most impactful process, tooling and automation requirements.

About The Role

As a Quality Analyst – Customer Support Operations, you will play a pivotal role in ensuring that our BPO partners deliver an exceptional level of quality in every interaction. You will be responsible for conducting in-depth audits, analyzing performance data, and driving continuous improvements in our customer support processes. By collaborating with cross-functional teams, you will help maintain and elevate our quality standards, ultimately enhancing user satisfaction.

Responsibilities

• Conduct comprehensive audits of user support cases managed by our BPO partners to ensure compliance with established quality standards, SOPs, and scoring rubrics.
• Analyze quality performance data to identify trends, discrepancies, and areas for improvement.
• Serve as the subject matter expert for assigned markets, providing guidance to both partner points-of-contact and internal stakeholders.
• Participate in quality calibration sessions to maintain a consistent approach to quality evaluation across all BPO auditors.
• Develop, update, and refine Standard Operating Procedures to address identified quality gaps and drive continuous process improvements.
• Proactively identify process inefficiencies and collaborate with cross-functional teams to implement scalable solutions that enhance operational efficiency.
• Report key findings and insights to the Global Quality Lead, supporting strategic decisions and improvement plans.
  

Qualifications

Minimum Qualifications

1+ years of experience in a quality assurance or customer support role, with proven expertise in conducting detailed quality audits and evaluations.

Strong analytical skills with the ability to identify trends, derive actionable insights from data, and recommend improvements.

Excellent attention to detail and strong organizational skills, with the capacity to manage multiple priorities concurrently.

Proficiency with computers, CRM software, and data analysis tools.

Excellent written and verbal communication skills in English.

Preferred Qualifications

• Experience working in a cross-functional environment and collaborating with diverse teams.
• Familiarity with industry best practices and quality assurance methodologies.
• Ability to work independently and manage multiple tasks efficiently.
  

Job Information

About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

Trust & Safety

TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.

We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.