Quality Assurance

6 days 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 in charge of the quality and performance of Customer Service through QA score and CSAT score.
- Maintain customer satisfaction rate, perform analysis of DSAT tickets and come up with the solutions or initiatives to improve satisfaction based on the causes found. Propose solutions to improve the quality of customer service agents.
- Coaching for CS Agent about Shopee's processes, operations, and company’s regulations
- Keeping updated timely and accurate information to CS Agent. Supporting in response to all questions about the process or business information.
- Coordinate with Training team in developing materials, preparing the final exam, checking periodically to support CS Agent to grasp the profession and meet the job requirements
- Coordinate with relevant teams at Shopee VN and Shopee Regional to localize and implement new processes and policies
- Make reports as required

**Requirements**:

- At least 1 year of working experience in Quality Assurance or more than 2 years as a customer service in the field of e-commerce, e-wallets, shipping/banking/financial services- Excellent oral, written and interpersonal communication skills.- Ability to identify the issues as well as propose for solutions.- Able to handle multiple tasks and quickly adapt in the fast-paced environment.- Ability to work independently and effectively in a team- Ability in using gsheet, excel, powerpoint, other working systems.- Time management & tasks management skills.- Able to communicate in English is a plus.

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