Quality Assurance

- Be in charge of the quality and performance of Customer Service through QA score and CSAT score.
- Maintain customer satisfaction rate, perform analysis of DSAT (bad rating) tickets and come up with the solutions or initiatives to improve satisfaction based on the causes found.
- Propose solutions to improve the quality of customer service agents.
- Coaching for CS Agent about Shopee s processes, operations, and regulations
- Keeping updated timely and accurate information to CS Agent. Supporting in response to all questions about the process or business information.
- Coordinate with the Training team in developing materials, preparing the final exam, and checking periodically to support CS agents to grasp the profession and meet the job requirements.
- Make reports as required.

- At least 1 year of working experience in Quality Assurance or more than 2 years in customer service in the field of e-commerce, e-wallets, shipping/banking/financial services.
- Excellent oral, written, and interpersonal communication skills.
- Ability in using sheets, Excel, PowerPoint, and other working systems.
- Time management & tasks management skills.
- Able to communicate in English is a plus.
- Able to handle multiple tasks and quickly adapt to a fast-paced environment.
- Ability to work independently and effectively in a team.

- English CV
- Papers related to work

- Salary: 8.3 - 11 milion per month
- Incentive: 700k Allowance
- 13th Salary, left year
- Promotion, active activities