服务质量运营-体验与服务
Core
Oversee service quality for Douyin/Life Services, driving execution of quality planning, monitoring, and continuous improvement to meet quality targets.
Role type
Service Quality Operations Manager
Builds
Service delivery processes and quality assurance mechanisms for AI and human customer service
Domain
Consumer Technology / Life Services
Required skills
Data analysis, Process optimization, Risk management, Quality planning, Cross-functional collaboration, Problem identification
Preferred skills
Experience in life services (catering, travel/hospitality), AI service quality management, Quality culture building
Technologies
N/A
Responsibilities
Monitor service quality metrics and conduct regular audits to identify execution gaps; Identify risks and optimize service delivery workflows for both human and AI agents; Design incentive mechanisms to escalate and resolve frontline service anomalies; Iterate quality management systems and standard operating procedures.
Seniority
Mid-level, hands-on IC