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Quality Assurance and Process Improvement Lead

3 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Shopee Full time

Job Description:

The Quality and Process Improvement Lead will oversee both DMS RR and ASG teams, ensuring smooth transition to ID BPO (VADS). This role requires excellent leadership and mentoring skills, as well as the ability to conduct regular quality audits and monitor OKRs.

Main Responsibilities:

  • Lead and mentor the QA and improvement team.
  • Conduct regular quality audits.
  • Monitor OKRs and identify areas for improvement.
  • Suggest strategies to enhance efficiency and user satisfaction.
  • Collaborate with cross-functional teams to implement process improvements.
  • Manage agent transition and ensure service quality.
  • Monitor agents' performance and provide necessary training.

Requirements:

  • At least 3 years of experience in QA Customer Service.
  • Critical thinking and problem-solving skills.
  • Self-starter with strong curiosity.
  • Previous work experience in a similar role or in a BPO setting.
  • Good team player with positive attitude and integrity.
  • Exposure to customer-oriented environment with focus on delivering quality service.
  • Strong process orientation and adaptability.