Lead and drive quality of listing management tasks, including item screening, customer service, listing quality improvement, and content QC to improve the overall quality and experience of sellers and buyers
End-to-end project management of workforce management, including agent bucketization, QA process improvement, SOP improvement, and time & resource planning
Ensure all quality and user experience KPIs are met
Track and monitor quality related metrics and prepare reports to flag out areas for improvement for each of the Listing Management sub-team
Initiate plans for corrective actions for agents across Listing management sub-teams
Facilitate regular calibration sessions to ensure consistency in quality requirements and standards
Work closely with the regional team to ensure quality strategy alignment
Suggest communication methods, messages/scripts that will help improve seller/buyer experience
Observe (on-the-ground) or review data sampling to validate effectiveness of agents & operation to address necessary corrections
Requirements:
Bachelor's or Master's degree
3-4 years of work experience in Planning and Analysis
Effective communication and collaboration skills spoken and written English required
Strong analytical and problem-solving skills, with the ability to make data-driven decisions and solve complex issues.
Proven experience in project coordination, with the ability to manage projects simultaneously and prioritize tasks effectively.
Experience with video/content platforms, such as Tiktok, is preferred.
Basic knowledge in SQL is a must
Ability to use excel with formula is a must (such as Pivot,Vlookup,Ifs,Countifs,Sumifs,etc)
Refer code: 714182. Shopee - Hari sebelumnya - 2024-03-31 16:52