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Quality Analyst
2 weeks ago
Responsibilities
About the team
The CapCut and Jianying-Security and Compliance department is responsible for the safety and privacy of all global products, including but not limited to privacy security, youth safety, end-to-end security and ecology of AIGC, content safety, risk control security, departmental compliance processes, crisis response, regional legal compliance, information security, social responsibility, and more. The team closely collaborates with various central departments of the company to ensure the smooth development of products.
The team primarily consists of Product and Operations who are based across Beijing, Shenzhen, and San Jose. The work environment offers high flexibility and abundant opportunities for growth.
Whether in Product or Operations, we hope you possess proficient working skills internationally, strong self-motivation, learning ability, and long-term optimism and resilience.
Quality Analyst (QA) is responsible for monitoring, evaluating, and enhancing the performance of customer service representatives in Tier 1 and Tier 2 support. This role involves analyzing interactions, identifying trends, driving improvements in customer satisfaction, and ensuring adherence to quality standards.
Key Responsibilities
Conduct regular audits of user interactions (emails, chats, tickets) to ensure adherence to quality standards.
Evaluate agents' performance based on KPIs
Provide detailed feedback and coaching to improve individual and team performance.
Identify trends, issues, and process gaps through quality monitoring and share actionable insights with stakeholders.
Collaborate with Training and Operations teams to align quality metrics with business goals
Drive quality improvement initiatives based on audit findings and customer feedback
Participate in calibration sessions with internal and external teams
Create and maintain quality reports, dashboards, and documentation
Qualifications
Minimum Qualification(s)
BA/BS degree or equivalent practical experience
Solid experience in customer service, with at least 1–2 years in a quality assurance or analyst role
Strong understanding of quality assurance methodologies and customer satisfaction metrics
Excellent communication, coaching, and feedback skills
Detail-oriented with strong analytical and reporting abilities
About CapCut
CapCut is an all-in-one video editing app that empowers creators to express themselves and transform videos into creative masterpieces. In addition to its basic features, such as video editing, text, stickers, filters, colors and music, CapCut offers free advanced features, including keyframe animation, smooth slow-motion effects, chroma key, Picture-in-Picture (PIP), and stabilization to help you capture and snip moments.
Why Join ByteDance
Inspiring creativity is at the core of ByteDance's mission. Our innovative products are 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 enrich life - a mission we work towards every day.
As ByteDancers, 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. 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.
Diversity & Inclusion
ByteDance 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 ByteDance, our mission is to inspire creativity and enrich life. 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.
