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Seller Chatbot Quality Assurance - Operations, Shopee

Shopee

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2-3 Years
a month ago
35 Viewed
0 Applied

Job Description

Job Description:

  • Be in charge of the quality and performance of Chatbot through deflection & Seller CSAT
  • Testing/controlling the System is a daily mandatory task to ensure smooth Chatbot performance (including working closely with the Product for bug fixes)
  • Oversee Product Development Life Cycle Stages (from Ideation to Launch & Improvement)
  • Manage User Intents Knowledge Base including creating new intents and updating intents
  • Writes engaging and informative transcript to get user attention & increase their engagement in self-help
  • Analyzed data to identify Chatbot limitations and root causes, then developed an enhancement plan and executed
  • Lead/Coordinate with the out-source agents to perform tagging tasks from the Regional & Local teams which evaluate and rank responses generated by AI systems to build up a database for AI training & ensure they're operating efficiently and work to refine them continually
  • Make reports as required
  • Assist team leader in other tasks assigned


Requirements:

  • At least 2 years of working experience in Quality Assurance or more than 3 years in the field of e-commerce, e-wallets, shipping/banking/financial services with a customer service mindset
  • Strong system/Knowledge Base management/configuration
  • Proactively engage, influence, and collaborate with stakeholders and cross-functional team
  • Ability to use Gsheet, Excel, PowerPoint, and other working systems.
  • Good time management to handle multiple tasks and quickly adapt to a fast-paced environment.
  • Self-motivated & has a passion for learning modern technologies, especially AI
  • Excellent written and verbal communication skills in English.
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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.

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