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Process Excellence Lead

3 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Shopee Full time
Job Description

As a Quality and Process Improvement Lead at Shopee, you will be responsible for ensuring the highest standards of quality and process excellence in our marketplace. Your primary responsibility will be to oversee the transition of our DMS RR and ASG (L2RR team) from our PH BPO company (ePerformax) to our ID BPO (VADS). You will also lead and mentor our QA and improvement team, fostering a culture of collaboration and continuous learning.

Your key responsibilities will include conducting regular and ad-hoc quality audits to ensure that our IH QA re-audit meets company standards and best practices. You will also monitor individual OKRs and team OKRs to ensure that they meet overall RR team targets. In addition, you will identify areas for improvement within our RR process flow and suggest strategies to enhance efficiency, effectiveness, and user satisfaction.

You will also be responsible for collaborating with cross-functional teams to implement process improvements aimed at streamlining operations and improving service quality. Furthermore, you will manage the agent transition from PH (ePerformax) to ID BPO (VADS), ensuring that service quality remains unaffected during the transition. This includes monitoring agents' performance to identify key improvement areas and providing necessary training to ensure continuous progress.

Key Skills
  • 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

Work Environment

You will be working in a dynamic and fast-paced environment at Shopee Kuala Lumpur. Our team is committed to delivering high-quality results and providing exceptional customer service. We offer a collaborative and supportive work environment, with opportunities for professional growth and development.

As a Quality and Process Improvement Lead, you will have the opportunity to make a significant impact on our business and contribute to our mission of becoming the leading e-commerce platform in Southeast Asia.