Job Description

BPO Management
Manage external BPO teams to ensure performance meets SLA, task coverage, and backlog clearance goals.
Drive agent productivity and optimize task allocation through efficient processes.
Policy Implementation & Process Improvement
Implement and refine policies to improve listing quality, reduce violations, and enhance detection accuracy.
Stay ahead of industry standards and leverage user feedback to optimize features and strategies.
Collaborate with other business teams to integrate QC standards into features, campaigns, and projects.
Process Optimization & Automation
Simplify workflows and improve efficiency through process automation using tools like MS Excel (e.g., Pivot, VLOOKUP).
Monitor and optimize cost metrics, such as cost per task and cost per 1K orders.
Quality Control & Risk Management
Develop internal controls to reduce violations, manage bans/deletions, and ensure compliance with policies.
Identify and anticipate risks in policy execution and proactively address gaps.
Data Analysis & Performance Optimization
Analyze performance metrics (e.g., fail rate, trigger rate, violation patterns) and propose solutions for improvement.
Use data insights to optimize policies, processes, and operational performance.

Key Metrics To Drive

Performance: SLA, task coverage, backlog clearance, agent productivity, and detection accuracy.
Cost: Optimize operational costs, including the cost per task and cost per order.
Quality: Fail rate, trigger rate, leakage, violation reduction, and adherence to QC standards.

Requirements

At least 2-3 years of experience in e-commerce operations, focusing on product/content quality control and compliance management.
Strong understanding of how QC impacts other business teams, with the ability to support feature launches, campaigns, and project control at all stages.
Logical and optimization thinking with the ability to anticipate risks in policy and execution.
Analytical skills to solve problems and propose data-driven improvements.
Proficiency in MS tools (e.g., Pivot, VLOOKUP) for data analysis and reporting.
Detail-oriented, responsible, and adaptable to changing priorities.

Listing & Content Quality Management - Operations, Shopee