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Shopee

Quality Lead (Training & QA)

Shopee
Malaysia, Kuala Lumpur
Fresher

This job is no longer accepting applications

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  • Posted 5 months ago

Job Description

Job Description:

  • Oversee the quality of the BPO agents from 3 locations: Malaysia, Philippines and Indonesia.
  • Identify key improvement areas and provide necessary training to our BPO agents to ensure continuous progress.
  • Make sure the Knowledge Base is constantly updated with the latest SOP and suggest any improvements if the current SOP is redundant or difficult to understand.
  • Lead and mentor the QA team, fostering a culture of collaboration and continuous learning.
  • Conduct regular and adhoc quality audits to ensure our in-house QA re-audit meets company standards and best practices.
  • Monitor individual OKR and team OKR so that it meet overall Return & Refund team target.
  • Identify areas for improvement within Return & Refund process flow and suggest strategies to enhance efficiency, effectiveness, and user satisfaction.
  • Collaborate with cross-functional teams to implement process improvements aimed at streamlining operations and improving service quality.

Requirements:

  • Strong communication skills in English (both verbal and written).
  • Experienced in leading and managing BPO agents.
  • Proficient in using AI tools to enhance productivity and efficiency.
  • Certifications in process improvement or operational excellence (optional).
  • Proficient in Microsoft Excel is a plus.

More Info

Job Type:
Permanent Job
Industry:
Internet/E-commerce
Function:
Bpo
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: 130457813

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Last Updated: 30-01-2026 06:16:22 PM
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