Overview
Quality Assurance Associate – Shopee Jobs in Ho Chi Minh City, Ho Chi Minh City, Vietnam at Shopee
Title: Quality Assurance Associate – Shopee
Company: Shopee
Location: Ho Chi Minh City, Ho Chi Minh City, Vietnam
Job Description
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.
Requirements
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.
