CS QA Lead - Operations (Yogyakarta)
Shopee
Tanggal: 3 minggu yang lalu
Kota: Yogyakarta, Yogyakarta
Jenis kontrak: Penuh waktu
Job Description
- Monitor and evaluate daily customer support cases to ensure high service quality and strict adherence to operational processes
- Lead and conduct internal QA calibration sessions to align evaluation standards across the quality assurance and operations teams
- Participate in specialized Shopee calibration sessions to maintain alignment with core quality standards and regional metrics
- Analyze agent disputes regarding QA evaluations, providing objective resolutions based on established guidelines
- Conduct targeted QA offender feedback sessions with agents to review monitoring results and drive performance correction
- Identify and report systemic quality trends, process gaps, and improvement opportunities discovered during QA monitoring
- Maintain weekly alignment meetings with Operations stakeholders to review quality performance and discuss areas of development
- Execute structured weekly QA action plans to proactively address quality gaps and elevate overall team performance
- Will be supporting Brazil market
- Bachelor Degree in any major
- Minimum of 2 year of Quality Assurance (QA) experience
- Strong familiarity with QA auditing processes, evaluation frameworks, and calibration methodologies
- Proficiency in Microsoft Excel or Google Sheets, including data organization, trend analysis, and basic formulas
- Professional fluency in English, with strong reading and written communication skills
- Proven capability to draft basic SOPs, QA documentation, calibration logs, and operational quality reports
- Experience in writing SOPs, managing knowledge base articles, or utilizing AI QA tools and multilingual QA workflows is a strong advantage
- Willing to work in shifting schedules
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