QA Analyst, Customer Support Ops

About the Team

The Customer Support organization ensures TikTok USDS JV users receive professional, efficient, and accurate assistance. Our Quality Assurance team is responsible for setting the standard of excellence across all support channels. As a Quality Analyst, your focus would be on BPO accountability and process standardization. You will act as the primary safeguard for quality across our vendor partners. You are the critical link that transforms raw quality data into actionable feedback for our Training and Operations teams.

Responsibilities

• Support the "audit-of-the-auditor" process by reviewing BPO evaluations and providing constructive feedback to ensure global alignment.
• Lead recurring calibration sessions where in-house and BPO teams grade the same interactions to ensure alignment and maintain high quality standards.
• Share quality insights and recurring trends with Training and Quality leaders to help inform new training modules or coaching focus areas.
• Manage assigned audit queues and productivity targets to ensure we are hitting the required sample sizes for each product or market.
• Handle the QA dispute process, acting as a fair and objective mediator when associates or leads challenge a quality score.
• Maintain up-to-date knowledge of all Customer Support policies, SOPs, and Macros, ensuring that evaluation rubrics reflect the most recent changes.
• Initiate and lead QA projects that improve internal workflows, optimize audit processes, and scale solutions across queues.
• Actively maintain, update, and enrich standard operating procedures (SOPs) and documentation based on operational insights and policy changes.

Minimum Qualifications

• 3 years of experience in Quality Assurance, Customer Support, or a related role within a high-volume contact center environment.
• Proven ability to learn, interpret, and apply complex operational policies and procedures with high accuracy.
• Experience delivering evidence-based feedback during calibration sessions or professional dispute resolutions.
• Demonstrated experience participating in or leading SOP creation, maintenance, and process enrichment initiatives
• High attention to detail with the ability to identify subtle nuances in customer interactions that impact policy compliance.
• Strong written and verbal communication skills, with the ability to explain complex policy interpretations clearly and concisely.

Preferred Qualifications

• Experience facilitating calibration sessions or quality discussions with third-party vendors (BPOs) or internal stakeholders.
• Familiarity with CRM tools (e.g., Zendesk, Salesforce) and specialized QA auditing platforms.
• Previous experience in a high-growth tech environment or policy-heavy industry.
• Basic project management experience with a track record of driving process improvements or tool updates to completion.
• Intermediate data analysis skills—ability to aggregate and visualize queue data to drive targeted QA priorities and operational solutions