Quality Assurance - Operations, MY Marketplace
Salary undisclosed
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Job Description
- Work with team leader to drive overall quality performance.
- Monitor, report and analyze both quality monitoring audits and customer satisfaction survey results across all channels.
- Track and monitor quality related metrics and initiate plans for corrective actions across all channels.
- Understand the key drivers of customer satisfaction, identify opportunities and determine strategies to improve overall service.
- Facilitate regular calibration sessions to ensure consistency in quality requirements and standards.
- Collaborate with both internal and external stakeholders to ensure understanding of key quality. processes and re-engineer current processes so as to improve overall quality.
- Perform analysis on quality errors, present analysis to gain acceptance, plan for and execute quality improvement actions.
- Manage the overall quality performance of outsourced vendor partners Work closely with the regional team to ensure quality strategy alignment.
- Manage level 2 escalation for agents - Daily basis help agents on Level 2 inquiry by checking with stakehorder and provide updete to agents
- Reply and handle issues related to seller’s orders
- At least 3 years of experience in QA Customer Service.
- Possess critical thinking and problem-solving skills.
- Self-starter with a strong sense of curiosity.
- Previous work experience in a similar role as a Customer Service QA or in a BPO (Business Process Outsourcing) setting.
- Good team player with a positive attitude and a strong sense of integrity and responsibility.
- Exposure to a customer-oriented environment with a focus on delivering quality service.
- Strong process orientation, with the ability to follow processes and adapt to changes.
- Experience in the Taiwan market would be an advantage.
Job Description
- Work with team leader to drive overall quality performance.
- Monitor, report and analyze both quality monitoring audits and customer satisfaction survey results across all channels.
- Track and monitor quality related metrics and initiate plans for corrective actions across all channels.
- Understand the key drivers of customer satisfaction, identify opportunities and determine strategies to improve overall service.
- Facilitate regular calibration sessions to ensure consistency in quality requirements and standards.
- Collaborate with both internal and external stakeholders to ensure understanding of key quality. processes and re-engineer current processes so as to improve overall quality.
- Perform analysis on quality errors, present analysis to gain acceptance, plan for and execute quality improvement actions.
- Manage the overall quality performance of outsourced vendor partners Work closely with the regional team to ensure quality strategy alignment.
- Manage level 2 escalation for agents - Daily basis help agents on Level 2 inquiry by checking with stakehorder and provide updete to agents
- Reply and handle issues related to seller’s orders
- At least 3 years of experience in QA Customer Service.
- Possess critical thinking and problem-solving skills.
- Self-starter with a strong sense of curiosity.
- Previous work experience in a similar role as a Customer Service QA or in a BPO (Business Process Outsourcing) setting.
- Good team player with a positive attitude and a strong sense of integrity and responsibility.
- Exposure to a customer-oriented environment with a focus on delivering quality service.
- Strong process orientation, with the ability to follow processes and adapt to changes.
- Experience in the Taiwan market would be an advantage.
About Shopee
| Size | More than 5000 |
| Industry | Broadline Retail |
| Location | Singapore |
| Founded | 5 February 2015 |