Quality Assurance Lead – Customer Service, Operations
Jobs and Careers at Shopee Philippines Inc.

Quality Assurance Lead – Customer Service, Operations

Shopee Philippines Inc.
Local
1 month ago
Local
Apply before October 13, 2022

Job Description

Job Description

  • Daily monitoring and management of deliverables relating to Quality, CSAT, and FCR 
  • Establishes a regular cadence with inhouse and BPOs to ensure compliance to requirements indicated in the statement of work
  • Leads regular performance reviews with inhouse and BPOs
  • Works with Vendors to drive continuous improvement initiatives
  • Overall responsibility for project implementations being managed to improve QA, CSAT and FCR
  • Implement clear overall Quality strategy with scalable process / tools/ systems that allow resource efficient monitoring of decision accuracy
  • Must be passionate about delivering industry leading customer support and thrive in a fast-paced, high energy environment
  • Assess quality issues, conduct root cause analysis, recommend insights, develops improvement plans, and collaborates with operations team to improve quality performance

Requirements

  • Must have at least 5 years overall experience in Quality Assurance
  • Six Sigma certification is an advantage
  • Requires analysis and solving of moderately complex problems
  • Bachelor’s Degree graduate
  • Must be capable of dealing confidently and professionally at executive level internally and at partner sites
  • Proven ability to manage complex processes and drive continuous process improvement
  • Excellent verbal, written, interpersonal, leadership and organisational skills
  • Excellent project and program management skills, including demonstrated ability to manage projects across teams where influencing skills are required
Specialization:
Manufacturing

How do you apply?

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Jobs and Careers at Shopee Philippines Inc.
Shopee Philippines Inc.

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