Job Description:
1. 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.
2. 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.
3. 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.
4. 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.
5. 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.
