Quality Monitoring & Analysis

– Monitor and evaluate customer service interactions (calls, emails, chats) against pre-defined quality standards via Tagging/Auditing Casses.

– Conduct regular calibration sessions with Partners (Business Process Outsourcing) to align on quality expectations.

Performance Improvement

– Provide detailed feedback and coaching to customer service agents to improve their performance.

– Partner with the training team to create targeted programs addressing skill gaps and improvement areas.

– Assist in the creation and implementation of QA frameworks, checklists, and workflows.

Reporting & Collaboration

– Create and share regular quality reports that show key findings and suggest improvements.

– Collaborate with team leaders, trainers, and management to drive process improvements.

– Participate in new project initiatives to ensure quality considerations are integrated.

Compliance & Standards

– Ensure all customer interactions comply with Shopee’s policies, procedures, and service standards.

– Stay updated with industry trends and best practices to continuously elevate QA processes.

– Fresh graduates or have less than one year of experience in related fields.

– Possessing the ability to identify issues and recommend solutions

– Excellent communication and interpersonal skills, with an ability to give constructive feedback.

– Proficiency in QA tools and methodologies.

– Familiarity with e-commerce platforms and customer service workflows is an advantage.

– Ability to work independently, prioritize tasks, and meet deadlines in a fast-paced environment.

Apply via: https://careers.shopee.vn/job-detail/J01995273/1?channel=10001