Quality Lead (Training & QA)

Shopee; Kuala Lumpur; On-site; MYR 250,000 - 300,000; Full time

Job summary

A leading e-commerce platform in Kuala Lumpur is seeking a quality assurance manager to oversee BPO agents across multiple locations. The ideal candidate will have strong leadership skills and experience in process improvement. Responsibilities include conducting quality audits, managing team OKRs, and collaborating on operational improvements to enhance user satisfaction.

Qualifications

• Strong communication skills in English (both verbal and written).
• Experienced in leading and managing BPO agents.
• Proficient in using AI tools to enhance productivity and efficiency.

Responsibilities

• Oversee the quality of the BPO agents from multiple locations.
• Identify key improvement areas and provide necessary training.
• Lead and mentor the QA team, fostering collaboration.

Skills

Strong communication skills in English

Experience in leading and managing BPO agents

Proficient in using AI tools

Proficient in Microsoft Excel

Education

Certifications in process improvement or operational excellence

Job description

Responsibilities

• Oversee the quality of the BPO agents from 3 locations: Malaysia, Philippines and Indonesia.
• Identify key improvement areas and provide necessary training to our BPO agents to ensure continuous progress.
• Make sure the Knowledge Base is constantly updated with the latest SOP and suggest any improvements if the current SOP is redundant or difficult to understand.
• Lead and mentor the QA team, fostering a culture of collaboration and continuous learning.
• Conduct regular and adhoc quality audits to ensure our in-house QA re-audit meets company standards and best practices.
• Monitor individual OKR and team OKR so that it meet overall Return & Refund team target.
• Identify areas for improvement within Return & Refund process flow and suggest strategies to enhance efficiency, effectiveness, and user satisfaction.
• Collaborate with cross-functional teams to implement process improvements aimed at streamlining operations and improving service quality.

Qualifications

• Strong communication skills in English (both verbal and written).
• Experienced in leading and managing BPO agents.
• Proficient in using AI tools to enhance productivity and efficiency.
• Certifications in process improvement or operational excellence (optional).
• Proficient in Microsoft Excel is a plus.