Customer Experience BPO Operation QA Specialist - USDS

About the team

With the mission of "Inspiring New Life and Helping Good Business", TikTok Local Services is committed to becoming the most trusted local services platform for users and partners. Through POI, Video, LIVE, Search, and other product forms, TikTok's Local Service aims to connect merchants, service providers, creators, and users creatively, making daily life experiences unique, richer, and more efficient.

The USDS Local Services team manages location-based databases and services with the goal of helping local businesses connect with millions of users. By addressing unmet needs, the team plays a vital role in supporting and growing our community in the US market while protecting U.S. user data and privacy.

Responsibilities

• Quality Checks and Training: Ensure that BPOs are able to onboard and deliver on project requirements; conduct quality checks of BPO agents' performance; work closely with BPO vendors, including training or resolving their issues or pain points, to meet project requirements in a timely manner.
• BPO Performance Tracking and Improvement: Regularly track, analyze, and assess BPO performance, ensuring they meet the SLA and project requirements. Develop and work with relevant internal stakeholders to implement BPO improvement plans (e.g., human-error corrective actions, process optimization, tooling upgrades, policy optimization).
• BPO Relationship and Daily Management: Oversee and establish relationships with BPO vendors, ensuring that BPO operations and headcount meet productivity, cost-effectiveness, and other project requirements.

Qualifications

Minimum Qualifications

• Bachelor's degree or above.
• 1+ years of demonstrated experience in a role involving BPO operations and/or QA, including enforcement, labeling, moderation, or service functions, preferably in the Internet, E-commerce, or O2O industries.
• In-depth understanding of BPO management, including requirements management, SOP and SLA development, productivity standards, deriving quality-level metrics, and BPO workforce planning; familiarity with the BPO process and market, including its trends and best practices.
• Excellent report-writing and presentation skills.

Preferred Qualifications

• Experience working with global cross-functional teams.
• Robust business acumen, with the ability to understand and lead SLA improvement and overall vendor management.

About USDS

TikTok USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture complies with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program operated under defined safeguards to protect national security and secure U.S. user data, apps, and the algorithm. We safeguard the U.S. content ecosystem, holding decision-making authority for trust and safety policies and moderation.

The company is shifting from a hybrid work model to a fully in-person schedule up to 5 days a week to enable greater speed, alignment, and agility—especially in areas like real-time decision-making, team development, and integrated execution.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product helps people authentically express themselves, discover, and connect. We create value for our communities, inspire creativity, and bring joy. We strive to do great things with great people, leading with curiosity, humility, and a desire to make an impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We embrace an "Always Day 1" mindset, achieving meaningful breakthroughs for ourselves, our company, and our users.

Pay

The base salary range for this position is $73,467 - $168,889 annually. Compensation may vary depending on a candidate’s qualifications, skills, competencies, experience, and location. Base pay is one part of the total package, which may include additional discretionary bonuses/incentives and restricted stock units.

Benefits

• Day-one access to medical, dental, and vision insurance.
• 401(k) savings plan with company match.
• Paid parental leave.
• Short-term and long-term disability coverage.
• Life insurance.
• Wellbeing benefits.
• 10 paid holidays per year.
• 10 paid sick days per year.
• 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

Schedule

This role requires a fully in-person schedule up to 5 days a week.