Overview
L1 Customer Service Quality Assurance – 12 months (3rd Party Contract), ShopeePay Jobs in Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia at Shopee
Title: L1 Customer Service Quality Assurance – 12 months (3rd Party Contract), ShopeePay
Company: Shopee
Location: Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Job Description
- Perform QA audits on chat, call, and email interactions
- Evaluate based on SOP adherence, accuracy of responses and appropriate escalation vs over-resolution
- Ensure agents do NOT provide out-of-scope resolutions and handle cases beyond L1 authority
- Identify wrong escalations (misrouting) and missed escalations (should have gone to L2/L3)
- Provide structured feedback and coaching inputs
- Conduct QA calibration sessions with internal teams
- Track error trends, escalation gaps, and compliance risks
- Support training team with L1-specific improvement areas
- May be required to audit night shift / peak period interactions
Requirements
- 2–4 years in QA / Customer Service auditing
- Strong familiarity with L1 vs L2 scope boundaries
- Experience auditing multi-channel interactions
- High attention to detail and compliance awareness
- Must be able to work flexible rotational shifts to support QA coverage across all operational hours
