L1 Customer Service Quality Assurance - 12 months (3rd Party Contract), ShopeePay

Shopee

Malaysia, Kuala Lumpur

2-4 Years

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Job Description

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

Requirements:

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

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About Company

ShopeeJob Source: careers.shopee.sg

Shopee Pte. Ltd. is a Singaporean multinational technology company that specialises in e-commerce. The company was launched in Singapore in 2015, before it expanded abroad. As of 2021, Shopee is considered the largest e-commerce platform in Southeast Asia with 343 million monthly visitors.

Job ID: 146426591

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