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Lead Quality Assurance and Training (Shopee)

ห้วยขวาง กรุงเทพมหานคร




Job Description :• Lead and drive the improvement of customer service team’s quality metrics i.e. Customer satisfaction score, %First contact resolution, etc via quality audit, CSAT tagging, observing (on-the-ground) or review data sampling to validate effectiveness of agents & operation to identify opportunities and determine strategies to improve overall service experience • Drive effective agent training (onboarding, training roadmap) and coaching framework • Supervise Quality assurance and Training teamInitiate plans for preventive and corrective actions for agents across all channels, providing feedback to other teams: internal CS, and external CS for continuous service quality improvement • Work with outsourced vendor partners to drive overall quality performance• Work closely with the regional team to ensure quality strategy alignment
Requirements :• 3 years+ experience in the area of Service Quality/Customer • Experience/Quality Auditor/Quality Inpection, preferably in a technology/e-commerce environment• Customer service orientation, with sound judgment and dedication to providing exceptional service quality• Strong data-driven analytical skills and structured problem solving• Strong written and verbal communication/presentation skills and can convey messages expressively and clearly to operation team• Strong leadership, resilience to work under tight deadlines and under pressure• High level of discretion, confidentiality, and ethics• Ability to deal with ambiguity and complex, matrixed environments with minimal oversight.• Must adapt well to change and successfully set and adjust priorities as needed.• Learn fast, act fast with strong attention to detail and accuracy.


  • ลงประกาศเมื่อ14 พ.ค. 2567 15:25 น.
  • หมายเลขประกาศ369561939



บริษัท จูอาโล่ มาร์เก็ตเพลส จำกัดเลขที่ 191/22-25 อาคารซีทีไอ ทาวเวอร์ ชั้น 26 ถนนรัชดาภิเษก แขวงคลองเตย เขตคลองเตยกรุงเทพมหานคร 1011002-119-5000[email protected]
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