Process Improvement Associate

2 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Shopee Full time
Role Summary

This Process Improvement Associate role is responsible for ensuring the highest standards of quality across all channels.

The ideal candidate will have experience in process improvement, quality assurance, and team leadership.

Key Responsibilities:
  • Process Mapping: Collaborate with the team to identify areas for improvement and develop strategies to enhance quality performance.
  • Quality Analysis: Analyze quality errors, present findings to gain acceptance, and plan/executes quality improvement actions.
  • Vendor Management: Manage the overall quality performance of outsourced vendor partners and work closely with the regional team to ensure quality strategy alignment.
  • Escalation Management: Manage level 2 escalation for agents, daily basis help agents on Level 2 inquiry by checking with stakeholders and provide updates to agents.
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 setting.
  • Good team player with a positive attitude and a strong sense of integrity and responsibility.


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