Senior CS Quality Assurance - Operations, Shopee

• Maintain and develop the Quality Strategy and Framework include but are not limited to: Training Curriculum, Incentive & Engagement framework, Agent management (Hiring to Exiting), Vendor management…
• Manage Vendor and Vendor's Quality team to achieve KPI, ensure consistency in terms of quality among channel, partner, user type and agent tenure.
• Drive the initiatives to support biz direction for user experience, cost efficiency and Quality KPI (CSAT, CQM, Agent Error Rate, Training Attrition…). Work closely with the functional team and regional team to support/run projects.
• Performance Reporting: Provide weekly and monthly quality performance dashboards to senior leadership, highlighting risks and improvement trends.
• Lead a Team: Manage the daily output, workload, and professional growth of 10 members. Foster a culture of "User-centrix", "High-performing" and “Cost-concious” within the team.

• Experience: 3-5 years in Quality Management, Customer Service Operations, or Process Improvement. At least 2 years in a leadership role.
• Domain Expertise: Having expertise in Customer service, Return Refund, Process excellence, Quality management (has worked in e-commerce is a plus)
• Analytical Skills: Proficiency in Excel/Google Sheets (SQL is a plus).
• KPI Driven: Proven track record of improving CSAT or reducing Error Rates in a high-volume environment (BPO or Tech).
• Language: Fluent in Vietnamese; Professional working proficiency in English (for regional reporting).
• Soft Skills: Exceptional communication to work with external and internal stakeholders. Have the ability to give constructive feedback to operations teams.
• Attitude: Can-do attitude / attention to details.

Shopee