Customer Operations Quality Assurance - Operations (Solo, Contract-Based)

Department

Operations

Level

Entry Level

Location

Indonesia - Solo

The Operation teams at Shopee cover the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

Job Description:

• Perform analysis on quality errors, present research to gain acceptance, plan and execute quality improvement actions based on the Quality Assurance Scorecard.
• Understand the key drivers of customer satisfaction, identify opportunities, and determine strategies to improve overall service.
• Conduct additional real-time sampling in order to review Customer Service Agents' service quality.
• Responsible to observe the Customer Service Agent in order to find the root cause of findings and give the support needed.
• Facilitate regular calibration sessions to ensure consistency in quality requirements and standards.
• Provide regular coaching for Customer Service Agents, in order to maintain and improve the service quality.

Requirements:

• Min. Bachelor's Degree in any major
• At least 1.5 - 2 years of working experience in Customer Service as Quality Assurance (Team Lead is welcome to apply)
• Familiar with Microsoft Excel or Google Spreadsheets
• Critical thinking and problem-solving skills.
• Self-starter with a strong sense of curiosity.
• Good team player with a positive attitude and a strong sense of integrity and responsibility.
• Exposure to a strong customer-oriented environment & must be quality service oriented.
• Ability to work in a fast-paced and dynamic environment
• Willing to work from the office (Solo) with a 6-month contract