Responsibilities
About the Team
Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users.
As part of GNE organization is our Service Support Centre (SSC) delivers Customer Service to our Buyers, Partners and internal users. We are looking for a Quality Assurance Program Manager responsible for maintaining the highest level of Quality and Compliance.

Responsibilities

Quality Assurance & Governance
- Uphold high-quality moderation standards across all BPOs to ensure consistency and excellence in service delivery.
- Develop, implement and continuously enhance a robust quality assurance framework aligned with evolving business needs and customer expectations.
- Ensure 100% auditing of DSAT cases by BPO teams and conduct Root Cause Analysis for DSAT cases for the leadership team.
- Perform Audit-the-Auditor checks to maintain QA compliance and standards within BPO teams.
- Participate in global and regional governance discussions to ensure uniformity of quality expectations, reporting, and issue escalation across markets.

Data Analysis & Process Improvement
- Conduct deep-dive root cause analysis on quality gaps to identify actionable insights and implement data-driven quality improvement initiatives.
- Define success metrics for quality programs and provide regular updates to the leadership team.
- Utilize data dashboards and reporting tools to track QA performance, agent-level compliance and operational readiness.
- Maintain structured documentation, risk logs, and reporting dashboards to support transparency and informed decision-making.

Project & Stakeholder Management
- Lead and manage quality-related projects end-to-end: scoping, planning, stakeholder engagement, execution and post-mortem analysis.
- Drive timelines and track deliverables to ensure successful and timely implementation of quality initiatives.
- Collaborate with internal teams and external stakeholders to align on quality standards, workflow optimizations, and feedback loops.
- Lead BPO business reviews and actively participate in internal business reviews to provide actionable insights for decision-making.

Qualifications
Minimum Qualifications
- BA/BS degree or equivalent practical experience.
- 1+ years experience in quality assurance, preferably within Customer Service.
- Demonstrates eagerness to learn, initiative-taking abilities, and strong problem-solving skills.
- Possesses excellent written, verbal, and interpersonal communication skills.
- Work across different time zones as required by business needs, including coordination with BPO partners and internal stakeholders.

Preferred Qualifications
- Prior experience as a QA in a BPO setting.
- Experience in eCommerce platforms.
- People-oriented, self-motivated and able to thrive in ambiguity and in a matrix environment.

About Us
Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok, Lemon8, CapCut and Pico as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content.?

Why Join ByteDance
Inspiring creativity is at the core of ByteDance's mission. Our innovative products are 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 enrich life - a mission we work towards every day.?
As ByteDancers, 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. 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?
ByteDance 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 ByteDance, our mission is to inspire creativity and enrich life. 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.?

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