Customer Operations Quality Assurance Specialist
1 month ago
Shopee is seeking a highly skilled Customer Operations Quality Assurance professional to join our team in Solo, Indonesia.
About the Role:The Customer Operations Quality Assurance team is responsible for ensuring the highest level of quality in our customer service operations. As a Quality Assurance Specialist, you will be responsible for 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 1.5 - 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 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 Taiwan. We are committed to providing a seamless and enjoyable shopping experience for our customers. Our team is passionate about innovation, customer satisfaction, and quality service.
We offer a competitive salary, benefits, and opportunities for growth and development. If you are a motivated and results-driven individual who is passionate about quality service, we encourage you to apply for this exciting opportunity.
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