Content Moderation Quality Operation Specialist - USDS
Role Overview
Support TikTok USDS Local Services, which manages location-based databases and services for U.S. local businesses and users.
Oversee BPO quality and operations for projects involving local-services content and data workflows.
Key Skills for This Role
Full Job Posting
Role Overview
Support TikTok USDS Local Services, which manages location-based databases and services for U.S. local businesses and users.
Oversee BPO quality and operations for projects involving local-services content and data workflows.
Responsibilities
- Ensure BPO vendors onboard successfully and deliver project requirements.
- Conduct quality checks of BPO agent performance.
- Train BPO vendors and resolve operational issues and pain points.
- Track, analyze, and assess BPO performance against SLAs and project requirements.
- Implement vendor improvement plans, including corrective actions, process optimization, tooling upgrades, and policy optimization.
- Manage vendor relationships, operations, and headcount against productivity and cost-effectiveness targets.
Minimum Qualifications
- Bachelor's degree or above.
- 1+ years of BPO operations or QA experience in enforcement, labeling, moderation, or service functions.
- Experience is preferably from Internet, e-commerce, or O2O industries.
- Knowledge of requirements management, SOP and SLA development, productivity standards, quality metrics, and workforce planning.
- Familiarity with BPO processes, market trends, and best practices.
- Excellent report-writing and presentation skills.
Preferred Qualifications
- Experience working with global cross-functional teams.
- Business acumen and ability to lead SLA improvement and vendor management.
Workplace
- The company is shifting from hybrid work to a fully in-person schedule of up to 5 days per week.
Compensation
- Base salary range in the selected city is $73,467 to $168,889 annually.
- The role may be eligible for discretionary bonuses, incentives, and restricted stock units.
Benefits
- Benefits may include medical, dental, vision, 401(k) matching, paid parental leave, disability coverage, life insurance, holidays, sick days, and paid personal time.
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