Quality & Performance Management Lead (Customer Service) - Spx Express

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.

Job Description:

Managing and leading Quality Assurance and RTFM/WFM team in SPX Customer Service

Determining, negotiating, and agreeing on in-house quality procedures, standards, and specifications

Develop and improve the QA score card for QA monitoring

Investigating and setting standards for quality and data analytics improvements

Develop and improve workflow for RTFM/WFM to be able to provide the best data analytics and insights regarding SPX Customer Service

Working with operations staff and other business support staff to establish procedures, standards, systems, and procedures

Determining training needs for the improvement of the team

Monitoring daily, weekly, and monthly performance of the team

Work with the Project Management Team and other related departments to find issues and areas for improvement