Quality Assurance Specialist

Quality AssuranceCS Interaction Quality Monitoring: Review and score customer interactions across channels for accuracy, policy adherence, empathy, quality of resolution provided, and professionalism; identify trends and recurring failure modes.SOP & Policy Compliance: Verify adherence to CS SOPs, escalation matrices, service recovery policies, and data-privacy guidelines in handled cases.Case Audits & Deep Dives: Conduct targeted audits on high-risk/high-impact scenarios (complaints, escalations, regulatory inquiries), validating end-to-end handling quality and timeliness.QA Framework & Scorecards: Maintain and evolve QA forms, rubrics, and calibration packs to ensure fair, consistent scoring aligned to evolving business policies and regulatory guidance.Calibrations & Coaching Support: Run regular calibration sessions with CS Operations and BPO/vendor partners; provide actionable feedback to TLs and agents to address quality gaps.Vendor QA Governance: Monitor outsourced teams’ quality performance and alignment with ShopeePay standards, SLAs, and calibration outcomes.Reporting & Insights: Produce weekly/monthly QA reports (e.g., QA score, critical error rate, adherence trends) with clear Root Cause Analysis and prioritized recommendations.Risk & Compliance: Flag potential risks (e.g., mishandling of sensitive data, mis-resolution, mis-escalation) and ensure corrective/preventive actions are implemented and tracked to closure.Training & Enablement: Act as SME to design and deliver pre-rollout briefings, micro-learning refreshers, job aids/playbooks, and knowledge checks for policy/SOP updates; track effectiveness via post-training QA results.Operations SupportExperience & Efficiency Metrics Enablement: Link QA findings to Key Metrics (CSAT, AHT, SLA/TAT, re-contact drivers); size impact and co-define experiments with CS Ops to improve these metrics.Process Improvement: Identify process/policy/tooling gaps and recommend fixes; partner with owners to implement and measure impact.Knowledge Base Governance: Spot content gaps and ambiguities in the knowledge base; propose updates that reduce agent error and reworkTooling & Automation Partnership: Work with Product/Tech to improve agent tools, QA workflows, and reporting (e.g., form changes, tagging)Continuous Improvement: Maintain feedback loops, sampling strategies, and periodic methodology reviews to keep pace with new policies, products, and campaigns.Requirements:2–4 years in Quality Assurance for Customer Service/contact center, fintech/e-commerce, or financial services.Background in interaction auditing, calibrations, and coaching support with in-house and/or BPO teams.Strong command of QA methodologies, sampling, and scoring; ability to translate policy into objective rubrics.Analytical problem-solver with experience in RCA, trends analysis, and turning insights into action.Familiarity with CS metrics (CSAT/NPS, AHT, SLA/TAT) and how QA influences them.Excellent written and verbal communication; able to articulate findings clearly to operators and leadership.Comfortable working cross-functionally with CS Ops, Policy/Compliance, Product, and Vendor Management.Proficiency with spreadsheets and BI/reporting tools and exposure to QA/contact center platforms are a plus.Working knowledge of customer protection standards and data privacy principles are a plus.COPC, Six Sigma/Lean, ISO 9001, or quality/auditing/operations excellence certifications (Preferred but not required).