L1 Customer Service Quality Assurance - 12 months (3rd Party Contract), ShopeePay

Shopee


Date: 5 hours ago
City: Remote
Contract type: Contractor
Remote
Job Description

  • Perform QA audits on chat, call, and email interactions
  • Evaluate based on SOP adherence, accuracy of responses and appropriate escalation vs over-resolution
  • Ensure agents do NOT provide out-of-scope resolutions and handle cases beyond L1 authority
  • Identify wrong escalations (misrouting) and missed escalations (should have gone to L2/L3)
  • Provide structured feedback and coaching inputs
  • Conduct QA calibration sessions with internal teams
  • Track error trends, escalation gaps, and compliance risks
  • Support training team with L1-specific improvement areas
  • May be required to audit night shift / peak period interactions

Requirements

  • 2–4 years in QA / Customer Service auditing
  • Strong familiarity with L1 vs L2 scope boundaries
  • Experience auditing multi-channel interactions
  • High attention to detail and compliance awareness
  • Must be able to work flexible rotational shifts to support QA coverage across all operational hours

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 resume

Similar jobs

Brand Manager

Danone, Remote
7 hours ago
About The JobDanone Specialized Nutrition Malaysia is seeking for Brand Manager. With our global presence, brands and business and our mission of bringing health through food to as many people as possible; we believe that people growth is a key asset to reach a sustainable business performance.To succeed in this journey, we're looking for the right talent and personalities eager...

Manager, Leisure

Malaysia Airlines, Remote
1 day ago
Job TitleManager, LeisureReports ToGlobal Strategic Sales Product HeadRole PurposeThe Manager, Leisure is responsible for leading the commercial performance of the OTA, Leisure, and Partnership & Tourism portfolio, driving revenue growth, market share expansion, and long-term profitability across assigned market segments. This role requires a commercially driven leader with strong strategic sales and marketing capabilities within the airline or travel industry,...

Shipping Manager

V.S. INDUSTRY BERHAD, Remote
2 days ago
Job Requirements:At least 3 years of warehouse and logistics-related working experience in a manufacturing environment at managerial level.Pro-active, detail-oriented, and energetic with knowledge and experience in shipping and customs procedure are advantageous.A leader, team player, critical thinker, and problem solver.Must possess strong diplomacy and problem-solving skills and be able to communicate at all levels (customer, executive, management).Strong supervisory, interpersonal, and...