Shopee

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.

Job Description:

• Work with team leaders to drive overall quality performance.
• Monitor, report and analyze both quality monitoring audits and customer satisfaction survey results across all channels.
• Track and monitor quality related metrics and initiate plans for corrective actions across all channels.
• Understand the key drivers of customer satisfaction, identify opportunities and determine strategies to improve overall service.
• Facilitate regular calibration sessions to ensure consistency in quality requirements and standards.
• Collaborate with both internal and external stakeholders to ensure understanding of key quality. processes and re-engineer current processes so as to improve overall quality.
• Perform analysis on quality errors, present analysis to gain acceptance, plan for and execute quality improvement actions.
• Manage the overall quality performance of outsourced vendor partners
• Work closely with the regional team to ensure quality strategy alignment.
• Manage level 2 escalation for agents - Daily basis help agents on Level 2 inquiry by checking with stakeholder and provide update to agents

Requirements:

• At least 1 year of experience in QA or 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 (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.
• Experience in the Singapore market would be an advantage.