Customer Service Quality Analyst (ShopeePay/Monee)
Shopee
Date: 4 days ago
City: Remote
Contract type: Full time
Remote
Job Description
- Quality Assurance Reviews: Conduct regular quality audits on customer interactions to ensure compliance with SOPs, communication standards, and solution accuracy. Provide structured coaching using established frameworks to drive agent performance improvement.
- Quality Framework & Governance: Maintain and enhance QA frameworks including scorecards, coaching approaches, and audit standards to ensure consistency, fairness, and continuous improvement across teams.
- Reporting & Insights: Prepare concise, data-driven reports to highlight performance trends, gaps, and risks. Communicate actionable recommendations to stakeholders and track the effectiveness of implemented actions.
- CSAT & Root Cause Analysis: Analyze CSAT/DSAT feedback and audit findings to identify key drivers, root causes, and recurring trends.Translate insights into clear problem statements and improvement opportunities.
- Training & Capability Building: Collaborate with the Training team to design and deliver targeted refreshers based on QA findings, focusing on product knowledge, communication, and critical thinking skills.
- Process & Experience Improvement: Partner with Operations, Product, and relevant stakeholders to identify process inefficiencies and recommend enhancements that improve turnaround time, resolution quality, and overall customer experience.
- Bachelor's degree in any related field (or equivalent work experience).
- Strong understanding of Customer Service & Quality Assurance frameworks, audit methodologies, and coaching practices.
- Excellent communication and stakeholder management skills, with the ability to collaborate across teams (Operations, Training, Product).
- Proven ability to analyze CSAT/DSAT, identify root causes, and translate findings into actionable insights
- Strong communication and interpersonal skills to effectively collaborate with stakeholders at all levels.
- Excellent analytical skills with the ability to identify patterns, trends, and anomalies in data.
- Detail-oriented with exceptional documentation and report-writing skills.
- Ability to work independently and prioritize tasks to meet deadlines.
- Experience in conducting quality assurance reviews or audits within the financial services or Fintech industry is a plus.
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
P2P Analyst
Danone,
Remote
5 hours ago
About the job Danone Business Services APAC is a Finance Shared Service dedicated to delivering end-to-end service excellence across the region. Our mission is to be BEST IN CLASS by enhancing every touchpoint, driven by our unwavering commitment to quality and innovation for our Danoners, customers, and suppliers.This is a replacement role for an experienced and detail‑oriented professional to manage...
Operations Analyst
Cisco,
Remote
1 day ago
Role OverviewThe Operations Analyst is a key member of Cisco’s Commerce Operations (CO) organization. CO provides operational engagement and advisory services to customers, partners, and sales teams across the commerce processes for Cisco’s products, services, and software businesses. The Operations Analyst works directly with sales and cross-functional stakeholders to deliver world-class operations management and advisory services.Key ResponsibilitiesManagementAttend forecast calls to...
BPO Management Executive (1-year Contract) - Fresh Graduates are Welcomed!
Shopee,
Remote
1 day ago
Job DescriptionOwn end-to-end BPO management, acting as the primary point of contact to ensure alignment on operational goals, performance expectations, and business outcomes.Collaborate with BPO leads, agents, and internal stakeholders to drive action plans and initiatives that achieve key KPIs (e.g., AHT, productivity, E2E performance, attendance and etc).Monitor and manage vendor performance against SLAs, proactively identifying gaps and implementing corrective...