Governance and Experience BPO QA Specialist - USDS

Responsibilities Ensure that BPOs are able to onboard and deliver on project requirements, conduct quality checks of BPO agents’ performance, and work closely with BPO vendors to provide training and resolve issues to meet project requirements in a timely manner. Regularly track, analyze, and assess BPO performance, ensuring that they meet SLAs and project requirements; develop and implement improvement plans such as corrective actions, process optimization, tooling upgrades, and policy optimization. Oversee and establish relationships with BPO vendors, ensuring that operations and headcount meet productivity and cost‑effectiveness requirements. Qualifications Minimum Qualifications: Bachelor's degree or above. 1+ years of experience in BPO operations and/or QA (enforcement, labeling, moderation, or service functions) preferably in Internet, e‑commerce, or O2O industries. In‑depth understanding of BPO management, including requirements management, SOP and SLA development, productivity standards, quality‑level metrics, and workforce planning; familiarity with BPO processes and market trends. Excellent report‑writing and presentation skills. Preferred Qualifications: Experience working with global cross‑functional teams. Robust business acumen, with the ability to understand and lead SLA improvement and overall vendor management. Job Information Compensation: Annual base salary range for the selected city is $70,304 – $143,556. Compensation may vary outside of this range based on qualifications, skills, competencies, and location. Base pay is one part of the Total Package and may include discretionary bonuses, incentives, and restricted stock units. Benefits: Employees have day‑one access to medical, dental, and vision insurance, a 401(k) plan with company match, paid parental leave, short‑term and long‑term disability coverage, life insurance, well‑being benefits, and other benefits. Employees also receive 10 paid holidays per year, 10 paid sick days per year, and 17 days of paid personal time (prorated upon hire with increasing accruals by tenure). The Company reserves the right to modify or change these benefits programs at any time. For Los Angeles County (unincorporated) Candidates: Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse, and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment: Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues. Appropriately handling and managing confidential information, including proprietary and trade secret information and access to information technology systems. Exercising sound judgment. #J-18808-Ljbffr TikTok USDS Joint Venture