Customer Service Quality Assurance Associate - Shopee

Job DescriptionDrive the overall quality and performance of Customer Service through comprehensive monitoring and analysis of QA and CSAT metrics, ensuring alignment with business objectives.Lead and execute quality improvement projects aimed at enhancing service delivery, process efficiency, and customer satisfaction.Provide strategic recommendations and partner cross-functionally with internal teams and BPO partners to address root causes of quality issues and implement sustainable solutions.Conduct in-depth DSAT (bad rating) analysis to identify key pain points and develop initiatives that improve both agent performance and customer experience.Collaborate with the Knowledge Management team to ensure process accuracy, timely updates, and effective communication of business information to all stakeholders.Support capability development through coaching initiatives and data-driven insights that help agents and BPOs improve performance and meet quality standards.Prepare and present quality and performance reports with actionable insights to guide operational and strategic decision-making.Monitor and evaluate the effectiveness of implemented initiatives, ensuring continuous improvement in service quality and agent engagement.RequirementsAt least 1 year of working experience in Quality Assurance or over 2 years in Customer Service within the e-commerce, e-wallet, shipping, banking, or financial services sectors.Excellent oral, written, and interpersonal communication skills.Proficient in using Google Sheets, Excel, PowerPoint, and other work-related systems. Strong time management and task management skills.The ability to communicate in English is an advantage.Capable of handling multiple tasks and quickly adapting to a fast-paced environment.Able to work both independently and effectively as part of a team.