Senior Quality Assurance Analyst for Customer Operations

1 month ago


Singapore Shopee Full time

At Shopee, we're committed to delivering exceptional customer experiences. As a Senior Quality Assurance Analyst for Customer Operations, you'll play a vital role in ensuring our customers receive the highest level of service.

Job Summary

We're seeking a highly skilled and experienced Quality Assurance Analyst to join our Customer Operations team. The ideal candidate will have a strong background in quality assurance, excellent analytical skills, and the ability to work in a fast-paced environment.

About Us

Shopee is a leading e-commerce platform in Indonesia, connecting buyers and sellers across the country. Our mission is to provide a seamless shopping experience for our customers, and we're committed to delivering exceptional service every step of the way.

Key Responsibilities
  • Analyze quality errors and present research to gain acceptance, planning and executing quality improvement actions based on the Quality Assurance Scorecard.
  • Understand the key drivers of customer satisfaction, identifying opportunities and determining strategies to improve overall service.
  • Conduct additional real-time sampling to review Customer Service Agents' service quality.
  • Responsible for observing Customer Service Agents to find root causes and providing necessary support.
  • 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.
Requirements
  • Min. Bachelor's Degree in any major.
  • At least 1.5 - 2 years of working experience in Customer Service as Quality Assurance (Team Lead 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 strong sense of integrity and responsibility.
  • Exposure to a strong customer-oriented environment & 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.
Estimated Salary Range

IDR 20,000,000 - IDR 25,000,000 per year, depending on experience.



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