Quality Training and Policy Specialist

7 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.
- Manages strategic quality initiatives on top of reporting and quality review functions.
- Responsible for team management & facilitate meetings with stakeholders.
- Lead and mentored QA team members and set up robust quality metrics.
- Provide timely feedback to Operations Leads on process enhancements to improve quality standards.
- Identify Milestones, scope, dependencies, issues, risks, and success for Quality, Training, and Policy projects.
- Identify improvement opportunities in workflows and suggest solutions. Create a culture of innovation.
- Courses correct non-performing metrics and analysts through root cause analysis and solid action planning.
- Review and control the execution of standard processes across Quality, Training & Policy
- Scorecard review & action
- Formulate and set up prohibited and restricted items policy with ability to highlight the implications of each policy to stakeholders and to defend priorities of each policy.
- Research and analysis on policies across e-commerce platforms and other international e-commerce policy issues as may be relevant to the company.
- Monitor and evaluate matters which will affect existing policies, legislative developments and government requests and to develop strategies in response.
- Provide timely updates to the team on policy updates.

**Requirements**:

- Minimum 2 years of working experience in leading a QA/Training team of 10 HC, planning, or strategy role, experience in the e-commerce industry is advantageous.
- Excellent verbal and written communication and interpersonal skills.
- Process improvement skill (Lean, Six Sigma yellow belt certificate is preferred).
- Strong leadership and stakeholder management skills.
- Demonstrates complex problems solving skills.
- Strong organizational skills and attention to detail.
- Strong research and analytical skills

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