Quality Assurance

2 weeks ago


Kuala Lumpur, Kuala Lumpur, Malaysia Shopee Full time

DepartmentOperations- LevelExperienced (Individual Contributor)- LocationMalaysia - Kuala LumpurThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products.

The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

  • Monitor, report and analyze both quality monitoring screening agents
  • Track and monitor quality related metrics and initiate plans for corrective actions
  • Understand the key drivers of customer satisfaction, identify opportunities and determine strategies to improve overall service.
  • Facilitate regular calibration sessions to ensure consistency in quality requirements and standards.
  • Lead and mentored QA team and set up robust quality metrics.
  • Review and control the execution of standard processes across Quality, Training & Policy
  • Perform analysis on quality errors, present analysis to gain acceptance, plan for and execute quality improvement actions

Requirements:

  • Minimum 2 years of working experience in QA or Training team, planning, or strategy role, experience in the ecommerce industry is advantageous.
  • Strong leadership and management skills.
  • Demonstrates complex problem solving skills.
  • Strong organizational skills and attention to detail.

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