Job Description

Department Operations
LevelExperienced (Individual Contributor)
LocationMalaysia - Kuala Lumpur
The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

About the Team:

:

Monitor Chat Quality:

Conduct regular evaluations of chat interactions to ensure compliance with established quality standards, process guidelines, and brand communication tone.

Evaluate Agent Performance:

Assess agent effectiveness in areas such as accuracy, professionalism, responsiveness, and empathy to ensure consistent and high-quality customer engagement.

Provide Constructive Feedback and Coaching Support:

Deliver structured feedback based on QA assessments and collaborate with team leaders to facilitate coaching sessions aimed at performance improvement.

Analyze and Report Quality Metrics:

Prepare comprehensive QA reports, analyze performance trends, and present actionable insights to management to support operational and service excellence.

Maintain and Enhance Quality Frameworks:

Review, refine, and update QA scorecards and standard operating procedures (SOPs) to align with evolving business needs and service expectations.

Collaborate with Cross-Functional Teams:

Partner with Operations, Training, and Workforce teams to align on quality objectives, participate in calibration sessions, and ensure evaluation consistency.

Drive Continuous Improvement and Customer Experience Enhancement:

Identify recurring issues, process inefficiencies, and customer pain points through QA findings, recommending and supporting initiatives to elevate service quality and customer satisfaction.

Requirements:

Possess 1 - 2 years of contact centre experience, mainly in customer service. Having excellent spoken and written skills in both English & Bahasa Malaysia. Mandarin speaker is a plus. Business writing skill is mandatory. Being able to work independently. * Ability to multi-task, prioritize and manage time effectively.