Customer Operations Quality Assurance Specialist
2 months ago
Shopee is seeking a highly skilled Customer Operations Quality Assurance Specialist to join our team in Solo, Indonesia.
Job Summary:The Customer Operations Quality Assurance Specialist will be responsible for analyzing and improving the quality of our customer service operations. This includes analyzing quality errors, presenting research to gain acceptance, and planning and executing quality improvement actions based on the Quality Assurance Scorecard.
Key Responsibilities:- Analyze quality errors and present research to gain acceptance
- Plan and execute quality improvement actions based on the Quality Assurance Scorecard
- Understand the key drivers of customer satisfaction and identify opportunities for improvement
- Conduct real-time sampling to review customer service agents' service quality
- Facilitate regular calibration sessions to ensure consistency in quality requirements and standards
- Provide regular coaching for customer service agents to maintain and improve service quality
- Min. Bachelor's Degree in any major
- At least 1 year of working experience in customer service as quality assurance (team lead is welcome to apply)
- Familiar with Microsoft Excel or Google Spreadsheets
- Critical thinking and problem-solving skills
- Self-starter with a strong sense of curiosity
- Good team player with a positive attitude and a strong sense of integrity and responsibility
- Exposure to a strong customer-oriented environment and must be quality service oriented
- Ability to work in a fast-paced and dynamic environment
- Willing to work from the office (Solo) with a 6-month contract
Shopee is a leading e-commerce platform in Southeast Asia and Latin America. We are committed to providing a seamless and enjoyable shopping experience for our customers.
We are looking for talented individuals who share our passion for innovation and customer satisfaction. If you are a motivated and results-driven individual who is looking for a challenging and rewarding role, please submit your application.
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