Operations - Customer Operations Quality Assurance (Based In...

Job Description

DepartmentOperationsLevelExperienced (Individual Contributor)LocationIndonesia - Yogyakarta

The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud. Browse our Operations team openings to see how you can make an impact with us.

Job Description:

• Supervise the work of customer service to ensure adherence to quality standards, deadlines, and proper procedures
• Document call centre processes and FAQs, and work on continuous improvement
• Achieve qualitative call monitoring and scoring goals as established
• Provide reports related to the quality score of all customer service agents on an ongoing basis (daily, weekly, monthly)

Requirements:

• Minimum Diploma degree from any major
• At least 1-year of experience as Quality Assurance within the Customer Service area is preferred
• Strong communication skills
• Strong analytical and problem-solving skills
• Has a positive attitude, eagerness to learn, and is a good team player