Overview
Quality Assurance – Operations, MY Marketplace Jobs in Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia at Shopee
Title: Quality Assurance – Operations, MY Marketplace
Company: Shopee
Location: Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
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
Requirements
At least 3 years of experience in QA Customer Service.
Strong communication skills in Mandarin and English (both verbal and written) are a must.
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.
