Quality Assurance Sampling - Operations (Solo, Contract-based)

Department: Operations

Level: Experienced (Individual Contributor)

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:

1. Check data from WFM/Regional, in order to assess the Customer Service problem-solving quality based on the QA Scorecard.
2. Analyze bad ticket data from WFM/Regional that is flagged with poor Customer Service AT, case aging, high contact rates, or cases involving appeasement to evaluate Customer Service problem-solving quality according to QA standards.
3. Conduct mystery shopper and additional real-time sampling in order to review CS Agents service quality.
4. Observe the Customer Service team in real-time to identify the root causes of issues and determine the necessary support.
5. Perform calibration to ensure that all departments have a consistent understanding of the Customer Service agents' service quality.
6. Provide regular coaching to Customer Service agents to maintain and improve their service quality.

Requirements:

• Min. Bachelor Degree in any major.
• Min. 2 years of working experience in Customer Service as: Agent/QA/TL at Ecommerce or any industry.
• Familiar with Microsoft Excel or Google Spreadsheets.
• Fluent in English is a plus.
• Able to work in a fast-paced environment and adaptive to quality improvement processes; able to prioritize tasks and manage time effectively.
• Uphold integrity, attention to detail, able to provide effective solutions and helpful accuracy explanations.
• Have a good understanding of KPI Targets.
• Strong listening skills, good verbal communication, and clear public speaking abilities.
• Able to perform coaching, counseling, as well as provide meaningful insights related to CS Quality.