SMB Quality Program Manager
- Kuala Lumpur
- Permanent
- Full-time
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.TikTok's SMB Quality team is responsible for creating tailored quality programs for different lines of businesses, Account Management, Agency, Scaled Business Sales, Client Services, and multiple support channels, Email, Phone, and Chat. In addition, our team governs and optimizes these quality programs, leverages quality insight to provide critical process improvement and business recommendations, and performs day-to-day client interaction quality auditing. Our goal is to enable the larger organization to create genuine and authentic client experiences and unlock revenue.We're looking for a Quality expert skilled in developing programs with a structured approach. This individual will become the subject matter expert for client journeys in one of the following; Account Management, Scaled Business Sales, or Client Services. They will lead the development of a quality program, consult on business needs to bring the program to life, and validate created hypotheses on the successes of the quality program.Responsibilities
1. Be the point of contact for a designated SMB quality program; Client Services, Account Management, Agency or Scaled Business Sales.
2. Lead the development and implementation of a quality program following the existing quality COPC framework.
3. Provide critical consultation to business owners on Quality needs; products, tools, data, processes.
4. Lead designated stakeholder calibrations to align quality standards, capture feedback, and evolve programs based on validated hypotheses.
5. Perform consistent quality readouts and provide recommendations to strengthen business improvement through root cause analysis.
6. Partner with other regional Quality Program Managers to globalize processes and sustain a global framework.Qualifications:Minimum Qualifications
- Minimum 3+ years of Quality Programs experience.
- Ability to build strong relationships with different levels of stakeholders and influence change without direct authority.Preferred Qualifications:
- Experience building programs with a structured approach; strategic design thinking a plus
- Comfortability in exercising quality standards in ambiguous scenarios.
- Vendor experience, a plus.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.