TikTok U.S. Data Security: Quality Assurance Program Manager

Customer services
Los Angeles
February 19, 2025
$83600 - $192533 / year
Full Time
Urgent
Application ends: July 23, 2025

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Job Description

Join TikTok U.S. Data Security: Quality Assurance Program Manager Role

TikTok is the go-to platform for short-form mobile videos, inspiring creativity and spreading joy. As part of our commitment to user safety, TikTok U.S. Data Security (USDS) was established to strengthen data protection and content assurance for U.S. users. USDS oversees the TikTok platform and safeguards U.S. user data, ensuring millions of Americans can continue to enjoy TikTok for learning, earning, creativity, and entertainment.

We’re looking for a Quality Assurance Program Manager to join our Global E-commerce team in Los Angeles, CA. This role is pivotal in building and scaling a Quality Assurance (QA) program within our Service Delivery team, ensuring world-class service for customers, merchants, and creators.

Why Join TikTok?

At TikTok, creativity is at the heart of everything we do. We’re a team that thrives on challenges, innovation, and growth. Every day, we work together to inspire creativity and bring joy to our global community. If you’re passionate about making an impact and driving excellence, this is the place for you.

Your Role

As a Quality Assurance Program Manager, you’ll:

  • Build and scale a QA program within a contact center environment.
  • Collaborate with BPO suppliers to deliver high-quality services to customers, sellers, and creators.
  • Develop and implement strategies to meet QA performance metrics.
  • Train, coach, and manage teams to ensure consistent quality standards.
  • Analyze customer service metrics (e.g., CSAT, resolution time) and drive improvements.
  • Conduct root cause analysis and implement initiatives to enhance service quality.
  • Produce statistical reports and insights to guide decision-making.
  • Work with cross-functional teams to resolve issues and achieve operational excellence.
  • Support QA tool readiness and train-the-trainer (TTT) sessions.
  • Set benchmark scores and maintain consistency in quality evaluations.

What We’re Looking For

Minimum Qualifications:

  • BA/BS degree or equivalent experience.
  • 2+ years of team management and 3+ years in quality assurance, preferably in customer service.
  • Strong problem-solving skills and experience in analytical roles (e.g., Excel, dashboards).
  • Proven track record of improving customer experience.
  • Flexibility to attend occasional night or weekend meetings and travel up to 30% (domestic and international).

Preferred Qualifications:

  • Experience in e-commerce or marketplace platforms.
  • Self-motivated with the ability to work independently in global teams.
  • Excellent communication skills for coordinating with internal and external stakeholders.

Our Commitment to Diversity & Inclusion

TikTok is dedicated to fostering an inclusive workplace where employees are valued for their unique perspectives and skills. We celebrate diversity and strive to create an environment that reflects the global communities we serve.

Accommodations

TikTok provides reasonable accommodations for candidates with disabilities, pregnancy, or sincerely held religious beliefs during the recruitment process. If you need assistance, please contact us at this link.

Data Security

This role involves working with systems designed to protect sensitive data. As such, candidates will undergo strict national security-related screening.

Compensation & Benefits

  • Salary Range: 83,600−192,533 annually (varies based on location, experience, and skills).
  • Additional Benefits: Medical, dental, and vision insurance, 401(k) with company match, paid parental leave, disability coverage, life insurance, wellbeing benefits, and more.
  • Time Off: 10 paid holidays, 10 sick days, and 17 days of Paid Personal Time (prorated based on tenure).

Apply Today

If you’re ready to make an impact and drive quality excellence at TikTok, we’d love to hear from you. Join us in our mission to inspire creativity and bring joy to millions.

Note: TikTok reserves the right to modify benefits and compensation programs at any time.

For Los Angeles County Candidates:
TikTok complies with the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act. Qualified applicants with arrest or conviction records will be considered for employment in alignment with federal, state, and local laws.

Apply now and be part of a team that’s shaping the future of digital entertainment!

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