Quality Lead

6 months ago

Kuala Lumpur, Malaysia Shopee Full time

DepartmentOperations- LevelExperienced (Team Lead)- 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.
- Head the in house & outsourced vendor partners to drive QA and Training teams performance.
- Manage overall in house and BPO QA + Training & SOP team.
- Monitor, report and analyse both quality monitoring audits wrong judgement cases and customer satisfaction survey results across all channels.
- Track and monitor quality related metrics and initiate plans for corrective actions across all channels including PIP management.
- Understand the key drivers of customer satisfaction & dissatisfaction, identify opportunities and determine strategies to improve overall service quality via incorporating QA insights into our training curriculum and any new effective methods.
- Facilitate regular calibration sessions to ensure consistency in quality requirements and standards plus providing actionable insights to front line Team Leaders for coaching purposes.
- Collaborate with both internal and external stakeholders to ensure understanding of key quality, processes and work closely with stakeholders and obtain approvals to re-engineer current processes to improve overall quality & training activities.
- Ensure the most up to date SOP is aligned with all parties and cascaded promptly to front line teams while incorporating these updates in the training curriculum.
- Perform analysis on wrong judgements, quality errors, present analysis to gain acceptance, plan for and execute quality improvement actions..
- Work closely with the regional team to ensure Quality, SOP & Training strategy alignment.

**Requirements**:

- 5+ years of experience in QA & Training or have lead a team with similar function.
- Strong communication skills in English (verbal and written).
- Independent with critical thinking and problem-solving skills.
- Self-starter with strong sense of curiosity & ownership.
- Change management experience is a plus.
- Willingness to embrace change and open to bring in new ideas to improve the performance or day to day activity of the QA and Training team.
- Good team player with positive attitude and strong sense of integrity and responsibility.
- Able to demonstrate experience in managing examples of cost vs quality.
- Exposure to a strong customer-oriented environment & must be quality service oriented.
- Strong process orientation, must be logical and able to follow processes and adapt fast to changes.

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