L1 Customer Service Quality Assurance (1-year Third Party Contract), ShopeePay

2-4 Years

Early Applicant

Job Description

Perform QA audits on chat, call, and email interactions
Evaluate based on SOP adherence, accuracy of responses and appropriate escalation vs over-resolution
Ensure agents do NOT provide out-of-scope resolutions and handle cases beyond L1 authority
Identify wrong escalations (misrouting) and missed escalations (should have gone to L2/L3)
Provide structured feedback and coaching inputs
Conduct QA calibration sessions with internal teams
Track error trends, escalation gaps, and compliance risks
Support training team with L1-specific improvement areas
May be required to audit night shift / peak period interactions

2-4 years in QA / Customer Service auditing
Strong familiarity with L1 vs L2 scope boundaries
Experience auditing multi-channel interactions
High attention to detail and compliance awareness
Must be able to work flexible rotational shifts to support QA coverage across all operational hours