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Shopee

Customer Service Quality Assurance Associate - Shopee

Shopee
Ho Chi Minh, Vietnam
1-3 Years
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  • Posted 25 days ago
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Job Description

Job Description:

  • Drive the overall quality and performance of Customer Service through comprehensive monitoring and analysis of QA and CSAT metrics, ensuring alignment with business objectives.
  • Lead and execute quality improvement projects aimed at enhancing service delivery, process efficiency, and customer satisfaction.
  • Provide strategic recommendations and partner cross-functionally with internal teams and BPO partners to address root causes of quality issues and implement sustainable solutions.
  • Conduct in-depth DSAT (bad rating) analysis to identify key pain points and develop initiatives that improve both agent performance and customer experience.
  • Collaborate with the Knowledge Management team to ensure process accuracy, timely updates, and effective communication of business information to all stakeholders.
  • Support capability development through coaching initiatives and data-driven insights that help agents and BPOs improve performance and meet quality standards.
  • Prepare and present quality and performance reports with actionable insights to guide operational and strategic decision-making.
  • Monitor and evaluate the effectiveness of implemented initiatives, ensuring continuous improvement in service quality and agent engagement.

Requirements:

  • At least 1 year of working experience in Quality Assurance or over 2 years in Customer Service within the e-commerce, e-wallet, shipping, banking, or financial services sectors.
  • Excellent oral, written, and interpersonal communication skills.
  • Proficient in using Google Sheets, Excel, PowerPoint, and other work-related systems.
    Strong time management and task management skills.
  • The ability to communicate in English is an advantage.
  • Capable of handling multiple tasks and quickly adapting to a fast-paced environment.
  • Able to work both independently and effectively as part of a team.

More Info

Job Type:
Permanent Job
Industry:
Internet/E-commerce
Function:
Customer Service
Employment Type:
Full time

About Company

Shopee

Shopee Pte. Ltd. is a Singaporean multinational technology company that specialises in e-commerce. The company was launched in Singapore in 2015, before it expanded abroad. As of 2021, Shopee is considered the largest e-commerce platform in Southeast Asia with 343 million monthly visitors.

Job ID: 132909305

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Last Updated: 14-12-2025 06:42:14 PM
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