Job
Description
As a member of the PSA team at TikTok, your role will be crucial in bridging the gap between internal stakeholders and BPO partners to elevate the quality performance and ensure market health assurance of the Video, Features, and SpecQ moderation ecosystem. Your mission will involve aligning market strategies, policies, and initiatives to achieve optimal quality outcomes in close partnership with the broader Partner Success team. - **Performance & Governance**: - Monitor site- and market-level quality metrics (NSM/KOM), conduct root cause analyses, and provide insights for business reviews. - **Partner Engagement**: - Build strong relationships with BPO leads (Quality, Training, Ops), advocate partner feedback to Policy teams, and participate in site visits/reviews. - **New Hire Integration**: - Support onboarding through assessments and tracking, monitor the 30-60-90 learning curve, and guide partners on speed-to-proficiency in collaboration with POM/PPM. - **Data & Analytics**: - Develop and maintain dashboards/reports, ensure data hygiene, and deliver accurate site-level insights on key initiatives. - **Knowledge Base Solutions**: - Act as a bridge between partners and project teams on tool/KB improvements (e.g., OPUS, Case Bank, Juren LMS), and track hygiene metrics. - **Change Management**: - Support the rollout of policy, training, process changes, and projects; ensure 100% policy cascade completion; manage ecosystem changes with XFN teams. **Minimum Qualifications**: - Solid background in Quality and Policy management with experience managing vendor performance. - Strong cross-functional collaboration and stakeholder management skills. - Urdu language proficiency as a working language to communicate with stakeholders in Urdu-speaking markets. - Strong analytical skills with the ability to interpret data and generate insights. - Excellent communication and problem-solving skills. **Preferred Qualifications**: - Prior experience working with BPO/vendor management in an operations or governance role. - Familiarity with market dynamics and cultural nuances in relevant regions. - Experience supporting onboarding, training, or knowledge management initiatives. At TikTok, our mission is to inspire creativity and bring joy to people globally. We value diversity and inclusion, fostering an environment where employees are respected for their skills, experiences, and perspectives. Our commitment to trust and safety ensures the wellbeing of our employees, providing comprehensive programs to support physical and mental health throughout their journey with us. Join us in creating and growing together, as we strive to achieve meaningful breakthroughs for ourselves, our company, and our users.,
