Customer Operations Quality Assurance Specialist

1 month ago


Singapur, Singapore Shopee Full time

At Shopee, we're looking for a skilled Quality Assurance Specialist to join our Customer Operations team. As a Quality Assurance Specialist, you will be responsible for analyzing and monitoring operational KPIs, conducting root cause analysis, and implementing quality improvement actions. You will work closely with the Operations team to ensure that our customer service standards are met and exceeded.

Key Responsibilities:
  • Analyze quality errors and present research to gain acceptance
  • Plan and execute quality improvement actions based on the Quality Assurance Scorecard
  • Understand 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 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 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 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


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