Quality and Process Improvement Lead

3 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Shopee Full time

Quality and Process Improvement Lead - Operations, SG Marketplace

Department: Operations

Level: Experienced (Individual Contributor)

The Operation teams at Shopee cover 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.

Job Description:

  • Oversee both DMS RR and ASG (L2RR team) from both BPO company PH (ePerformax) to ID BPO (VADS) until we fully transition to ID.
  • Lead and mentor the QA and improvement team, fostering a culture of collaboration and continuous learning.
  • Conduct regular and adhoc quality audits to ensure IH QA re-audit meets company standards and best practices.
  • Monitor individual OKR and team OKR to ensure they meet overall RR team targets.
  • Identify areas for improvement within RR process flow and suggest strategies to enhance efficiency, effectiveness, and user satisfaction.
  • Collaborate with cross-functional teams to implement process improvements aimed at streamlining operations and improving service quality.
  • Manage the agent transition from PH (ePerformax) to ID BPO (VADS).
  • Ensure service quality remains unaffected during the transition, including agent case handling accuracy, buyer and seller CSAT, communication skills, and product knowledge.
  • Monitor agents' performance to identify key improvement areas and provide necessary training to ensure continuous progress.

Requirements:

  • At least 3 years of experience in QA Customer Service.
  • Possess critical thinking and problem-solving skills.
  • Self-starter with a strong sense of curiosity.
  • Previous work experience in a similar role as a Customer Service QA or in a BPO (Business Process Outsourcing) setting.
  • Good team player with a positive attitude and a strong sense of integrity and responsibility.
  • Exposure to a customer-oriented environment with a focus on delivering quality service.
  • Strong process orientation, with the ability to follow processes and adapt to changes.
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