Shopee is hiring a

Business Transformation - Customer Service - Quality Analyst

Job Description:
  • Monitor calls, email and chat tickets.
  • Scrub CSAT tickets to single out agent-related and business-related causative factors.
  • Assess agent performance by identifying historical trends through CSAT and QA data analysis.
  • Provides structured and timely recommendation through verbal and/or written feedback to Quality Supervisor/Manager.
  • Initiate Quality Talk for new hires post-training to determine readiness and supplement concepts that were learned in the classroom.
  • Develop and conduct team QA refresher to address QA deficiencies and/or improvement opportunities.
  • Conduct calibration session to rate the same interaction(s), ensuring process alignment and uphold the same expectation.
  • Meet individual and team targets and KPIs.
  • Performs other similar and related duties as required or directed.
  • Bachelor’s Degree is required of any course
  • Minimum of 2 years’ experience in QA
  • Proficient in MS Office and Google tools
  • Experience in reporting and analysis
  • Possess a QA mindset such as logical and critical thinking
  • Excellent verbal, written, interpersonal, analytical and organizational skills
  • Has a positive attitude and a genuine interest in helping people
  • Able to manage multiple tasks independently