Job Description

Global Operations



Partner Success Analyst - Partnership Success - Urdu



Location

:



Kuala Lumpur



Employment Type

:



Regular



Job Code

:



A231415



Responsibilities



About the team

The PSA team will be instrumental in bridging the gap between internal stakeholders and our BPO partners, playing a crucial role in elevating the quality performance and ensuring market health assurance of our Video, Features and SpecQ moderation ecosystem. Our mission is to meticulously align market strategies, policies, and initiatives to achieve optimal quality outcomes, working in close partnership with the broader Partner Success team.

Responsibilities:

Performance & Governance: Monitor site- and market-level quality metrics (NSM/KOM), conduct root cause analysis, and provide insights for business reviews. Partner Engagement: Build strong relationships with BPO leads (Quality, Training, Ops), advocate partner feedback to Policy teams, and participate in site visits/reviews. New Hire Integration: Support onboarding through assessments and tracking, monitor the 30-60-90 learning curve, and guide partners on speed-to-proficiency in collaboration with POM/PPM. Data & Analytics: Develop and maintain dashboards/reports, ensure data hygiene, and deliver accurate site-level insights on key initiatives. Knowledge Base Solutions: Act as bridge between partners and project teams on tool/KB improvements (e.g., OPUS, Case Bank, Juren LMS), and track hygiene metrics. Change Management: Support rollout of policy, training, process changes, and projects; ensure 100% policy cascade completion; manage ecosystem changes with XFN teams.

Qualifications

Minimum Qualification(s):

Solid background in Quality and Policy management with experience managing vendor performance. Strong cross-functional collaboration and stakeholder management skills. Urdu language proficiency as a working language to communicate with stakeholders who are based in Urdu-speaking markets. Strong analytical skills with ability to interpret data and generate insights. Excellent communication and problem-solving skills.

Preferred Qualification(s):

Prior experience working with BPO/vendor management in an operations or governance role. Familiarity with market dynamics and cultural nuances in relevant regions. Experience supporting onboarding, training, or knowledge management initiatives.

Job Information



About TikTok



TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.



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Why Join Us



Inspiring creativity is at the core of TikTok's mission. Our innovative product is 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 bring joy - a mission we work towards every day.



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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. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. 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.



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Diversity & Inclusion



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TikTok 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 TikTok, our mission is to inspire creativity and bring joy. 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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Trust & Safety



TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.



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We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.