QA (E-Commerce) Need Experience

1-3 Years

This job is no longer accepting applications

Job Description

Job Responsibility

Monitor, evaluate, and assess customer interactions (calls, chats, emails) to ensure service quality meets client and company standards.
Conduct audits on order processing, returns, refunds, and dispute resolution to maintain compliance with ecommerce policies.
Identify process gaps, errors, or non-compliance in customer support and recommend corrective actions.
Provide regular feedback, coaching, and support to agents for performance improvement.
Prepare and maintain QA reports, dashboards, and quality scores for management and client review.
Collaborate with Team Leads and Operations Managers to develop training materials and quality guidelines.
Ensure compliance with data security, fraud prevention, and ecommerce regulations.
Analyze customer feedback and trends to improve service delivery and enhance customer satisfaction.

Job Requirements

Diploma/Degree in Business, Communications, or related field
Minimum 12 years of experience in Quality Assurance within a BPO, customer service, or ecommerce environment.
Have the experience in customer service more preferred.
Familiarity with QA monitoring tools, CRM platforms, and ticketing systems (e.g., Zendesk, Salesforce, Freshdesk).
Excellent analytical, listening, and communication skills.
Proficient in Mandarin and English. Can speak in Cantonese more preferred.

Job Benefits