Quality Analyst - Operations, SG Marketplace

Quality Analyst - Operations, SG Marketplace

Shopee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

The Quality Analyst will partner with outsourced vendors to drive and manage overall quality performance, monitor and analyze quality audits and customer satisfaction survey results, and track key quality-related metrics.

• Partner with outsourced vendors to drive and manage overall quality performance.
• Monitor, analyze, and report on quality audits and customer satisfaction survey results across all channels to ensure consistent achievement of QA standards and CSAT targets.
• Track key quality-related metrics and initiate corrective action plans where needed.
• Identify key drivers of customer satisfaction, highlight improvement opportunities, and recommend strategies to enhance service delivery.
• Facilitate regular calibration sessions to ensure consistency and alignment with quality standards.
• Collaborate with internal and external stakeholders to ensure understanding of quality processes and streamline workflows to improve outcomes.
• Conduct root cause analysis on quality errors, present findings, and execute targeted improvement initiatives.
• Ensure alignment of vendor performance with regional quality strategies and objectives.
• Train agents and support teams through refresher sessions, performance coaching, and new SOP implementation trainings.
• Drive adoption of new SOPs and ensure smooth implementation across teams to maintain service quality and compliance.

Requirements

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