ByteDance

Responsibilities

About Us

As part of the GNE organization, our Service Support Centre (SSC) provides customer service to Buyers, Partners, and internal users. Within SSC, the Selling Partner Support (SPS) team focuses on supporting our Partners and internal stakeholders. Driving the growth of our Selling Partners is a key priority for SPS. We are looking for a quality assurance (QA) Program Manager (PM) to audit the appeal cases done by agents, do RCA, follow through the improvement of all root reasons identified. This role will be solely responsible for the US appeal handling quality.

Responsibilities

• Audit the appeal cases handled by the BPO team, conducting RCA analysis for the marked down cases
• Report on QA measurements and monitor the trend
• Answer any questions the BPO agents and QAs may have
• Upskill the BPO agents and QAs to make sure they understand the quality and standard we hold
• Follow through the root reasons identified in the RCA, if it is behavior issue, monitor till it is corrected. If there are other reasons, follow through until it is resolved
• Work with stakeholders to seek for the single truth if anything is ambiguous
• Work with internal teams for SOP improvement
• Conduct regular coaching and training for BPO agents
• Act as a bridge between BPO and the IH team

Qualifications

Minimum Qualifications:

• Bachelor's degree or equivalent practical experience
• At least 1 year of experience in operations, program, or project management, involving SOP development
• Proven analytical skills with proficiency in Excel and the ability to structure and analyze dashboards
• Strong written and verbal communication skills, with the ability to effectively coordinate processes and projects involving internal and external stakeholders
• Experience in QA or SOP writing.
• Ability to work in a fast-paced, diverse environment, with experience managing multiple tasks simultaneously
• Proficiency in both English and Mandarin since this role will also be overseeing China market

Preferred Qualifications:

• Experience working with remote or virtual teams
• Background in the commerce industry
• Strong problem-solving skills and the ability to navigate complex, cross-functional projects