Quality Assurance Lead

1 week ago

Ho Chi Minh City, Vietnam Shopee Full time

DepartmentOperations- 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.
- Be responsible for monitoring and reporting on agent performance in terms of accuracy and consistency.- Observe, understand, and develop a sense for market trends, product classification, user behaviors, content quality, etc to implement optimal solutions for daily issues and long term process efficiency.- Design, implement, and improve content quality standards for all assigned workflows.- Be responsible for the communication chain in terms of policy changes and escalation from internal and external teams.- Support the development, maintenance, and training of content policies, knowledge tools and platforms for Listing and Content.- Provide insights, risk and value assessment on current processes and adapt to business requirements by continuously analyzing existing policies and procedures to bridge policy gaps, conflicts, and inconsistency- Provide coaching and guidance for subordinates- Assist team leader in other tasks assigned**Requirements**:

- 2+ years of experience in tech/or ecommerce companies, preferable in Quality Auditor or Process Trainer as a team leader- Knowledgeable in Customer Service, Seller Operations, Listing or Content Moderation is a plus.- Ability to demonstrate a sense of integrity and fair judgment for ambiguous, non-precedent situations- Time management & tasks management skills- Good communication skills, both written and spoken- Good team management skills- Being able to communicate in English (spoken and written)

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