Seller Chatbot Quality Assurance

2 weeks ago

Ho Chi Minh City, Ho Chi Minh, Vietnam Shopee Full time

Department Operations- LevelExperienced (Individual Contributor)- LocationVietnam - Ho Chi Minh CityThe 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.

About the Team:

  • The Seller Technical Solutions team is dedicated to making the selling journey of sellers on the Shopee platform as smooth and positive as possible. To achieve this, the team studies and strives to understand what, why, and how sellers are doing and stay at the seller's point of view to think through their problem & map with what the platform tech is serving, especially in Listing/Seller daily operation angles. In doing so, the team suggests improvement to provide a selfhelp and fair platform to Sellers. All to ensure customer satisfaction of both sellers and buyers on Shopee is the ultimate shopping experience
  • Be in charge of the quality and performance of Chatbot through deflection & Seller CSAT
  • Testing/controlling the System is a daily mandatory task to ensure smooth Chatbot performance (including working closely with the Product for bug fixes)
  • Oversee Product Development Life Cycle Stages (from Ideation to Launch & Improvement)
  • Manage User Intents Knowledge Base including creating new intents and updating intents
  • Writes engaging and informative transcript to get user attention & increase their engagement in selfhelp
  • Analyzed data to identify Chatbot limitations and root causes, then developed an enhancement plan and executed
  • Lead/Coordinate with the outsource agents to perform tagging tasks from the Regional & Local teams which evaluate and rank responses generated by AI systems to build up a database for AI training & ensure they're operating efficiently and work to refine them continually
  • Make reports as required
  • Assist team leader in other tasks assigned

Requirements:

  • At least 2 years of working experience in Quality Assurance or more than 3 years in the field of ecommerce, ewallets, shipping/banking/financial services with a customer service mindset
  • Strong system/Knowledge Base management/configuration
  • Proactively engage, influence, and collaborate with stakeholders and crossfunctional team
  • Ability to use Gsheet, Excel, PowerPoint, and other working systems.
  • Good time management to handle multiple tasks and quickly adapt to a fastpaced environment.
  • Selfmotivated & has a passion for learning modern technologies, especially AI
  • Excellent written and verbal communication skills in English.

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