Appeal QA Program Manager (US Market)

2 Months ago • 1 Years + • Quality Assurance

Job Summary

Job Description

The Appeal QA Program Manager is responsible for auditing appeal cases handled by the BPO team in the US market, conducting RCA analysis, reporting on QA measurements, and upskilling BPO agents and QAs. This role requires strong analytical and communication skills, proficiency in Excel, and experience in QA or SOP writing. The individual will work with stakeholders to improve SOPs, conduct training, and act as a bridge between the BPO and IH teams. Proficiency in both English and Mandarin is required. Responsibilities include auditing appeal cases, reporting on QA metrics, answering agent questions, upskilling agents, following up on root cause analyses, working with stakeholders for clarification, improving SOPs, conducting training, and bridging communication between teams. The role focuses on ensuring the quality of appeal handling in the US market, identifying areas for improvement, and implementing solutions.
Must have:
  • Audit appeal cases and conduct RCA.
  • Report on QA measurements and monitor trends.
  • Upskill BPO agents and QAs on quality standards.
  • Follow through on root cause resolutions.
  • Collaborate with stakeholders for SOP improvements.
  • Conduct regular coaching and training.
  • Proficient in Excel and data analysis.
  • Excellent written and verbal communication skills.
Good to have:
  • Experience with remote teams
  • Commerce industry background
  • Strong problem-solving skills

Job Details

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
Job Information
About Us

Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok, Lemon8, CapCut and Pico as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content.

Why Join ByteDance

Inspiring creativity is at the core of ByteDance's mission. Our innovative products are built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and enrich life - a mission we work towards every day.

As ByteDancers, we strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our Company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

ByteDance 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 ByteDance, our mission is to inspire creativity and enrich life. 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.

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About The Company

Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content.

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