Quality Lead (Training & QA)

Quality Lead (Training & QA)

Shopee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Job Description

• Oversee the quality of the BPO agents from 3 locations : Malaysia, Philippines and Indonesia.
• Identify key improvement areas and provide necessary training to BPO agents to ensure continuous progress.
• Maintain and continuously update the Knowledge Base with the latest SOPs and suggest improvements if current SOPs are redundant or difficult to understand.
• Lead and mentor the QA team, fostering a culture of collaboration and continuous learning.
• Conduct regular and ad-hoc quality audits to ensure in-house QA re-audit meets company standards and best practices.
• Monitor individual OKRs and team OKRs to meet the overall Return & Refund team target.
• Identify areas for improvement within Return & Refund process flow and suggest strategies to enhance efficiency, effectiveness, and user satisfaction.
• Collaborate with cross-functional teams to implement process improvements aimed at streamlining operations and improving service quality.

Requirements

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