Quality Assurance

3 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Shopee Full time
Quality Assurance - Operations, MY Marketplace

Shopee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Join to apply for the Quality Assurance - Operations, MY Marketplace role at Shopee

Job Responsibilities
  • Work with team leader to drive overall quality performance.
  • Monitor, report and analyze both quality monitoring audits and customer satisfaction survey results across all channels.
  • Track and monitor quality-related metrics and initiate plans for corrective actions across all channels.
  • 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.
  • Collaborate with both internal and external stakeholders to ensure understanding of key quality processes and re-engineer current processes to improve overall quality.
  • Perform analysis on quality errors, present analysis to gain acceptance, plan for and execute quality improvement actions.
  • Manage the overall quality performance of outsourced vendor partners and work closely with the regional team to ensure quality strategy alignment.
  • Manage level 2 escalation for agents - daily basis help agents on Level 2 inquiry by checking with stakeholders and provide updates to agents.
  • Reply and handle issues related to seller's orders.
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.
  • Experience in the Taiwan market would be an advantage.
Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Other

Industries

Internet Marketplace Platforms and Technology, Information and Internet

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