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Delivery Excellence Manager
hace 2 meses
About the Role
The Quality Assurance Lead is a key member of the Quality Operations team at TikTok, responsible for managing moderation accuracy assessment efforts across markets and lines of business. This role requires a strong leader who can drive operational excellence for MX and LATAM Quality Operations by managing a team of Quality Assurance Specialists and Team Leaders.
Key Responsibilities
- Drive operational excellence for MX and LATAM Quality Operations by managing a team of Quality Assurance Specialists and Team Leaders.
- Collaborate effectively with cross-functional partners to ensure clear communication, insightful analysis, and comprehensive reporting.
- Work with Safety Operations Leadership and cross-functional teams to understand various product ecosystems and ensure alignment of quality assessment procedures with product strategies.
- Coach and manage Quality Assurance Leaders and Quality Operations teams with strong governance and leadership.
- Be a point of contact for the specific function, working with regional peers to provide insights and execute strategy for the organization.
- Be a change leader, communicating key strategic updates for the region with all relevant stakeholders globally.
- Possess a deep understanding of quality assessment processes and quality and efficiency performance metrics.
- Monitor and analyze quality data to identify areas for improvement.
- Problem-solve, ensure process integrity, and closure of quality feedback through root cause analysis and action plans.
- Generate comprehensive reports on quality performance and metrics for business reviews.
- Proactively address concerns regarding quality and recommend solutions.
- Collaborate with Quality and Safety teams to operationalize global projects.
Requirements
- Minimum Bachelor of Arts/Science degree in Computer Science, Business, Economics, or Statistics.
- Valuable experience in Quality, Technical Operations, or a similar industry, with people management experience, managing full-time employees and/or working with Business Process Outsourcing companies.
- Outstanding natural communicator, with exceptional verbal, written, and communication skills.
- Experience working cross-functionally with external and internal teams.
- Ability to lead effectively, prioritize projects, and ensure the delivery of high-quality work under time constraints.
- Proven leader with project management, planning, presenting, and communication skills.
- Data-focused and detail-oriented with the ability to create and maintain reports, procedures, proposals, and presentations.
Preferred Qualifications
- Proven ability to leverage data analysis to identify areas for improvement and implement solutions that enhance quality and efficiency.
- Ability to adapt rapidly to changing work environments, work priorities, and organizational needs.
- Experience working with partners internationally across different time zones.
- Ability to work in a high-tempo environment, adapt, and respond to day-to-day challenges of the role.
- Resilience and commitment to self-care to manage the emotional demands of the role.
- Experience in Six Sigma, Lean principles, or Operational Maturity methodologies (preferred, but not mandatory).
