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Shopee

Quality Analyst - Operations, SG Marketplace

Shopee
Malaysia, Kuala Lumpur
1-3 Years

This job is no longer accepting applications

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  • Posted a month ago

Job Description

Job Description:

  • Partner with outsourced vendors to drive and manage overall quality performance.
  • Monitor, analyze, and report on quality audits and customer satisfaction survey results across all channels to ensure consistent achievement of QA standards and CSAT targets.
  • Track key quality-related metrics and initiate corrective action plans where needed.
  • Identify key drivers of customer satisfaction, highlight improvement opportunities, and recommend strategies to enhance service delivery.
  • Facilitate regular calibration sessions to ensure consistency and alignment with quality standards.
  • Collaborate with internal and external stakeholders to ensure understanding of quality processes and streamline workflows to improve outcomes.
  • Conduct root cause analysis on quality errors, present findings, and execute targeted improvement initiatives.
  • Ensure alignment of vendor performance with regional quality strategies and objectives.
  • Train agents and support teams through refresher sessions, performance coaching, and new SOP implementation trainings.
  • Drive adoption of new SOPs and ensure smooth implementation across teams to maintain service quality and compliance.

Requirements:

  • Minimum 1 year of experience in Quality Assurance, preferably in Customer Service, BPO, or a similar role.
  • Excellent communication skills in English, both verbal and written.
  • Strong critical thinking, problem-solving, and analytical abilities.
  • Self-driven with a strong sense of curiosity, integrity, and responsibility.
  • Proven experience in evaluating chat interactions for accuracy, tone, empathy, and compliance with guidelines.
  • Skilled in providing clear, constructive feedback and coaching to drive agent performance.
  • Experience working in a customer-centric and service-oriented environment with a focus on quality.
  • Strong process orientation with the ability to follow, enforce, and adapt to evolving workflows.
  • Collaborative team player with a positive attitude.
  • Keen attention to detail, with the ability to identify improvement opportunities to enhance CSAT, SLA adherence, and overall service quality.

More Info

Job Type:
Permanent Job
Industry:
Internet/E-commerce
Function:
Quality Assurance
Employment Type:
Full time

About Company

Shopee

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: 129838985

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Last Updated: 23-10-2025 02:39:13 PM
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