Shopee (Thailand) Co., Ltd.

Customer Service Quality Assurance Analyst

Shopee (Thailand) Co., Ltd.
Salary negotiable
Posted on 20 Jan 2021

Customer Service Quality Assurance Analyst

Shopee (Thailand) Co., Ltd.

Job Highlights

  • Monitor cs agents' interactions with customers
  • Monitor trends on performance metrics
  • Very good verbal and written command of English

Job Description

Job Description:
  • Monitor cs agents' interactions with customers (live, recorded, and side by side) to measure performance against a set of quality standards, including subjective components such as soft skills and courtesy.
  • Evaluating and identifying key behaviors and defects that drive or reduce the quality of service and customer experience.
  • Detects broken SOPs, service scripts, skills gaps and address/suggest areas of the improvements on product/procedures/process/policy to relevant parties
  • Record and provide structured and timely recommendations; verbal and/or written feedback to Quality Manager, Call Center Leadership, Call Center Operations, and Call Center Agents
  • Use a call center tool to perform quality defect analysis and generate weekly, monthly reports with pointed defects analysis and trend data, towards quality standard goals and recommendations for improvement.
  • Monitor weekly/monthly trends on performance metrics and top missed points at the agent or organizational level.
  • Identifying historical trends through data analysis, and determine target agents required more coaching/development
  • Provides constructive and actionable data-driven reports to service quality management and relevant parties
  • Assess agent behavior, counsel, and coach them to enable knowledge retention, good behaviors & skills practices and reduce negative customer experience and improve customer satisfaction
  • Suggest interactions (call/email/chat/CSAT) monitoring methodology to detect maximum defect coverage
  • Coordinates and facilitates QA calibration sessions for BPOs QAs and Team Leads
  • Participate in designing of BPOs QA monitoring & quality audit framework.

Requirements:
  • Bachelor’s degree
  • 3 years+ of call center/CX/QA experience, preferably in a technology/e-commerce environment.
  • Excellent analytical abilities as demonstrated by gathering, analyzing, and delivering information in both verbal and written formats
  • Proven ability to analyze a high volume of data and presenting them using Excel or Google Sheets
  • Strong knowledge of customer care processes and QA techniques.
  • Outstanding customer service skills and dedication to providing exceptional customer care;
  • Resilience to work under tight deadlines and under pressure
  • High level of discretion, confidentiality, and ethics
  • Be a team player and be able to operate effectively in a fast-paced and multicultural environment.
  • Ability to deal with ambiguity and complex, matrixed environments with minimal oversight.
  • Learn fast, act fast with strong attention to detail and accuracy
  • Good communication and can convey messages expressively and clearly
  • Excellent time management and organizational skill
  • Solid mentoring background, employee development skills, and understanding of coaching processes and varying adult learning styles
  • Strong written and verbal communication skills, including strong presentation skills, demonstrated by comfort in communicating at all levels of management to include officer levels
  • Very good verbal and written command of English
  • Must be able to effectively deal with people at all levels inside and outside of the company;
  • Must adapt well to change and successfully set and adjust priorities as needed

Additional Information

Career Level
Entry Level
Qualification
Degree
Years of Experience
3 years
Job Type
Permanent
Job Functions

Company Overview

Create history with us! 
It’s quite the journey, and we’ve just begun…

Shopee is the leading e-commerce platform in Southeast Asia and Taiwan. It is a platform tailored for the region, providing customers with an easy, secure and fast online shopping experience through strong payment and logistical support.

Shopee aims to continually enhance its platform and become the region’s e-commerce destination of choice via ongoing product optimisation and localised user-centered strategies.

Shopee, a Sea company, was first launched in Singapore in 2015, and has since expanded its reach to Malaysia, Thailand, Taiwan, Indonesia, Vietnam and the Philippines, Sea is a leader in digital entertainment, e-ecommerce and digital financial services across Greater Southeast Asia. Sea's mission is to better the lives of consumers and small businesses with technology, and is listed on the NYSE under the symbol SE.

The Shopee team comprises over 8,000 employees from across the region, and with our rapid expansion, we are constantly on the lookout for potential young talents who have the passion and drive to become part of a fast-moving and dynamic team. Do check out our career website https://careers.shopee.co.th/ for our available positions!

Additional Company Information

Benefits & Others
Dental insurance, Five-day work week, Medical insurance, Performance bonus