QA & Training Lead (Shopee)

6 months ago

กรงเทพมหานคร, Thailand Shopee Full time

DepartmentOperations- LevelExperienced (Individual Contributor)- LocationThailand - BangkokThe 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.
- 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)

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