Quality Assurance (Open to fresh graduates) - Operations, SG Marketplace

Shopee; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

A leading company is seeking a Quality Assurance professional to drive overall quality performance in their Marketplace operations. The ideal candidate will have experience in QA or Customer Service, possess strong critical thinking skills, and be a good team player. Responsibilities include monitoring quality metrics, analyzing customer satisfaction, and facilitating improvements. Fresh graduates with strong problem-solving capabilities are also welcomed.

Qualifications

• Experience in a similar role as a Customer Service QA or in a BPO setting.
• Exposure to a customer-oriented environment.
• Experience in the Singapore market is an advantage.

Responsibilities

• Monitor and report on quality performance and customer satisfaction.
• Track metrics and initiate corrective actions.
• Collaborate with stakeholders for quality improvements.

Skills

Critical thinking

Problem-solving

Team player

Process orientation

Education

1 year experience in QA or Customer Service

Job description

Quality Assurance (Open to fresh graduates) - Operations, SG Marketplace

Quality Assurance (Open to fresh graduates) - Operations, SG Marketplace

• Work with team leaders to drive overall quality performance.
• Monitor, report and analyze both quality monitoring audits and customer satisfaction survey results across all channels.
• Track and monitor quality related metrics and initiate plans for corrective actions across all channels.
• Understand the key drivers of customer satisfaction, identify opportunities and determine strategies to improve overall service.
• Facilitate regular calibration sessions to ensure consistency in quality requirements and standards.
• Collaborate with both internal and external stakeholders to ensure understanding of key quality. processes and re-engineer current processes so as to improve overall quality.
• Perform analysis on quality errors, present analysis to gain acceptance, plan for and execute quality improvement actions.
• Manage the overall quality performance of outsourced vendor partners
• Work closely with the regional team to ensure quality strategy alignment.
• Manage level 2 escalation for agents - Daily basis help agents on Level 2 inquiry by checking with stakeholder and provide update to agents
  
  

Job Description

• Work with team leaders to drive overall quality performance.
• Monitor, report and analyze both quality monitoring audits and customer satisfaction survey results across all channels.
• Track and monitor quality related metrics and initiate plans for corrective actions across all channels.
• Understand the key drivers of customer satisfaction, identify opportunities and determine strategies to improve overall service.
• Facilitate regular calibration sessions to ensure consistency in quality requirements and standards.
• Collaborate with both internal and external stakeholders to ensure understanding of key quality. processes and re-engineer current processes so as to improve overall quality.
• Perform analysis on quality errors, present analysis to gain acceptance, plan for and execute quality improvement actions.
• Manage the overall quality performance of outsourced vendor partners
• Work closely with the regional team to ensure quality strategy alignment.
• Manage level 2 escalation for agents - Daily basis help agents on Level 2 inquiry by checking with stakeholder and provide update to agents
  
  

Requirements

• At least 1 year of experience in QA or Customer Service.
• Possess critical thinking and problem-solving skills.
• Self-starter with a strong sense of curiosity.
• Previous work experience in a similar role as a Customer Service QA or in a BPO (Business Process Outsourcing) setting.
• Good team player with a positive attitude and a strong sense of integrity and responsibility.
• Exposure to a customer-oriented environment with a focus on delivering quality service.
• Strong process orientation, with the ability to follow processes and adapt to changes.
• Experience in the Singapore market would be an advantage.

Tahap senioriti

• Bidang tugas

  Lain-lain

Quality Assurance (Open to fresh graduates) - Operations, SG Marketplace

Executive | Risk Management Advisory (Private Market)

Operational Staff - Production ( Assembly / Body / Quality Control)

Quality Assurance Supervisor - Operations, MY Marketplace

Associate, e-KYC Data Entry (12 months Contract) | TNG Digital

Manager, Group Compliance and Quality Assurance

Associate, Settlement & Operations (Entry Level) | TNG Digital

Assistant Manager, Platform Quality & Experience