Operational Responsibilities:• Vendor coordination management• Data Analysis• Responsible for evaluating program quality and driving both process & userexperience excellence.• Study and improve guidelines, workflows and project polices.• Monitor quality standards of agents and analyzing outputs.• Aggregate results and do a preliminary review of any missed action.• Communicate individual quantity/quality goals clearly with Vendors andhelp to coach them identifying performance improvement needs.• Communicate with stakeholders and Bytedance Leadership to summarize anyoverall quality concerns/themes.Leadership Responsibilities:• Maintain and deliver team performance.• Work closely with policy teams and quality counterparts .• new projects, policies and refresher trainings to thevendors.• 1:1coaching.• Lead new hireorientations.• Complete and drive quality and data output related slides for clientmeetings.• Facilitate regular office hours and real time case share with vendors.

- Content moderation/review work - Review content categorized as abuse (sensitive text and images) by users- Review and take action on content that violates policies- Judge/decide on content by referring to client policy/guidelines- Respond back to users with necessary actions that must be taken to correct content

- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.- Respond to queries either in person or over the phone.- Write training manuals.- Train computer users.Maintain daily performance of computer systems.- Respond to email messages for customers seeking help.- Ask questions to determine nature of problem.- Walk customer through problem-solving process.- Install, modify, and repair computer hardware and software.- Clean up computers.- Run diagnostic programs to resolve problems.- Follow up with customers to ensure issue has been resolved.- Gain feedback from customers about computer usage.- Run reports to determine malfunctions that continue to occur.