Quality Assurance Supervisor - Operations (Yogyakarta)

Shopee

Kota Yogyakarta

IDR 200,000,000 - 300,000,000

Job description

Department Operations

LevelExperienced (Team Lead)

LocationIndonesia - Yogyakarta

The Operation teams at Shopee covers 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:

Develop and implement quality control processes and procedures to ensure that products and services meet established quality standards, especially for Return & Refund Team.
Train, supervise and mentor QA team members to ensure that they have the necessary skills and knowledge to carry out their duties effectively.
Work closely with production, engineering, and customer service teams to ensure that quality is embedded in all processes.
Develop and maintain quality metrics to monitor and report on product and service quality performance.
Lead investigations into quality issues, identify root causes and implement corrective actions to prevent recurrence.
Participate in the development and implementation of new products and services, ensuring that quality requirements are integrated into the design and development process.
Ensure compliance with all relevant regulatory requirements and industry standards related to quality.

Requirements:

Min. 5 years of professional working experience
Has experience in creating and managing SOP / Best Practice Guidelines
Has experience in training material creation and delivery
Highly compatible in using Microsoft Office tools (especially Excel and Powerpoint)
Able to communicate in English in professional settings
Experience in leading and developing a team
Has a user-centric and growth mindset
Demonstrate good problem solving and analytical thinking skills
Previous experience in tech company would be beneficial