1 day ago

TikTok Shop - Quality Assurance Program Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Maintain and elevate quality and compliance across BPO customer service operations for TikTok Shop. Build and continuously improve a quality assurance framework, ensuring auditing of DSAT cases and performing root-cause analysis to drive actionable improvements. Define quality success metrics, track performance via dashboards, and maintain structured documentation and risk logs. Lead end-to-end quality projects with stakeholders and participate in regional governance discussions to standardize expectations and escalate issues.

Location: Kuala Lumpur

Employment Type: Full time

Job Function: QA, Test & Release Engineering

Key Responsibilities

•Uphold high-quality moderation standards across BPOs to ensure consistent service delivery.
•Develop and continuously enhance a quality assurance framework aligned with business needs and customer expectations.
•Ensure 100% auditing of DSAT cases and conduct root cause analysis for leadership.
•Use data dashboards and reporting tools to track QA performance, agent-level compliance, and operational readiness.
•Lead and manage quality-related projects end-to-end, including scoping, planning, execution, and post-mortem analysis with stakeholders.

Key Requirements

•BA/BS degree or equivalent practical experience.
•3+ years experience in quality assurance, preferably within Customer Service.
•Eagerness to learn, initiative-taking abilities, and strong problem-solving skills.
•Excellent written, verbal, and interpersonal communication skills.
•Ability to work across different time zones to coordinate with BPO partners and internal stakeholders.

Experience:3+ years

Education:Bachelor's

Skills:Initiative-takingProblem-solvingCommunicationStakeholder management

Tech Stack:Data dashboardsReporting toolsRisk logs

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

Website LinkedIn

Loading job details...

Preparing the role view and application actions.

TikTok

1 day ago

TikTok Shop - Quality Assurance Program Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Location: Kuala Lumpur

Employment Type: Full time

Job Function: QA, Test & Release Engineering

Key Responsibilities

•Uphold high-quality moderation standards across BPOs to ensure consistent service delivery.
•Develop and continuously enhance a quality assurance framework aligned with business needs and customer expectations.
•Ensure 100% auditing of DSAT cases and conduct root cause analysis for leadership.
•Use data dashboards and reporting tools to track QA performance, agent-level compliance, and operational readiness.
•Lead and manage quality-related projects end-to-end, including scoping, planning, execution, and post-mortem analysis with stakeholders.

Key Requirements

•BA/BS degree or equivalent practical experience.
•3+ years experience in quality assurance, preferably within Customer Service.
•Eagerness to learn, initiative-taking abilities, and strong problem-solving skills.
•Excellent written, verbal, and interpersonal communication skills.
•Ability to work across different time zones to coordinate with BPO partners and internal stakeholders.

Experience:3+ years

Education:Bachelor's

Skills:Initiative-takingProblem-solvingCommunicationStakeholder management

Tech Stack:Data dashboardsReporting toolsRisk logs

Company Brief

TikTok

Industry: Digital Media

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Singapore, Singapore

Founded: 2016

Website LinkedIn