Quality Assurance Supervisor

1 week ago


Kuala Lumpur, Malaysia Shopee Full time

Department Operations
- LevelExperienced (Team Lead)
- LocationMalaysia - Kuala Lumpur

The 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.

**About the Team**:

- We are seeking an experienced and driven Assistant Manager to lead the Quality Assurance (QA) and Process Improvement function within our Customer Service division. This role plays a critical part in maintaining high service standards, driving performance governance and improving chatbot resolution quality in support of our digital support strategy.
- Lead and manage the internal QA team, including performance monitoring, calibration sessions and quality reviews.
- Own end-to-end chatbot quality assurance and automation performance monitoring.
- Track and manage key operational metrics (OKRs), including:

- Agent CSAT 83.1%
- Chatbot CSAT 58.5%
- E2E Case Resolution Time 0.14 days
- Identify gaps in process efficiency and collaborate with stakeholders to implement improvement initiatives.
- Provide strategic support during operational transitions to ensure consistent service delivery and quality outcomes.
- Analyze QA trends to support coaching plans and recommend targeted upskilling opportunities.
- Collaborate cross-functionally with product, automation, and training teams to align QA with broader CX goals.

**Requirements**:

- Minimum 3 years of experience in a Quality Assurance or Process Improvement role within a Customer Service or Contact Center environment.
- Proven leadership experience in managing QA or performance teams.
- Experience with chatbot evaluation, automation oversight, or digital support tools is preferred.
- Strong analytical, decision-making, and communication skills.
- Ability to work cross-functionally with operations, tech, and training teams.
- High attention to detail, professionalism, and a customer-first mindset.



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