Program Manager, Quality & CSAT — Vendor Operations

TikTok
Singapore
Full timeFunction: Program & Project Management (PMO)Experience: 5+ yearsSkills: ["Analytical skills","Stakeholder management","Communication","Influencing"]

Own and continuously improve the QA framework and CSAT program for vendor sites supporting monetization product operations. Run calibrations, audits, RCA, and corrective action plans, and translate QA/CSAT drivers into actionable improvements through coaching, process fixes, and knowledge gaps. Lead vendor performance reviews, drive standardization and launch quality readiness, and build dashboards and analytics to move quality from reactive to predictive.

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FursaFursa
TikTok
TikTok
4 hours ago

Program Manager, Quality & CSAT — Vendor Operations

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Own and continuously improve the QA framework and CSAT program for vendor sites supporting monetization product operations. Run calibrations, audits, RCA, and corrective action plans, and translate QA/CSAT drivers into actionable improvements through coaching, process fixes, and knowledge gaps. Lead vendor performance reviews, drive standardization and launch quality readiness, and build dashboards and analytics to move quality from reactive to predictive.
Location: Singapore
Employment Type: Full time
Job Function: Program & Project Management (PMO)
Seniority: Manager level

Key Responsibilities

  • •Design, implement, and continuously refine a QA framework across vendor sites, including scorecards, sampling methodology, calibration cadence, and audit workflows.
  • •Own end-to-end CSAT performance across vendor sites, including target setting, trend monitoring, and driver analysis (DSAT deep dives).
  • •Lead vendor performance management through regular business reviews covering QA, CSAT, and improvement plan progress; drive standardization across the network.
  • •Conduct root cause analysis (RCA) on quality failures and drive corrective action plans (CAPs) with vendor partners through to closure.
  • •Build and maintain QA/CSAT dashboards and reporting, correlating quality data with operational metrics and defining leading indicators for predictive quality management.
Travel: Medium travel

Key Requirements

  • •5+ years in quality assurance, customer experience, or vendor/BPO management within support operations, trust & safety, or a related domain.
  • •Proven track record managing QA or CSAT programs across outsourced/vendor environments, ideally across multiple sites/regions.
  • •Comfort analyzing large datasets in Excel/Sheets to build driver analyses and present insights to stakeholders.
  • •Experience running calibrations, audits, RCAs, and corrective action programs with measurable outcomes.
  • •Strong stakeholder management and communication skills, including influencing vendor leadership without direct authority.
Experience:5+ yearsCustomer experienceVendor managementBPOSupport operationsTrust & safetyQuality assurance
Skills:Analytical skillsStakeholder managementCommunicationInfluencing
Tech Stack:ExcelSheetsSQLMaestroQAPlayvox

Company Brief

TikTok
Short-form video platform that lets users create, share, and discover entertainment content through algorithmic recommendations. It also offers advertising and creator tools for brands, influencers, and businesses.
Industry: Digital Media
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: Singapore, Singapore
Founded: 2016
WebsiteLinkedIn