L1 Customer Service Quality Assurance - 12 months (3rd Party Contract), ShopeePay
Shopee
Date: 2 weeks 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
- 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 resumeSimilar jobs
Territory Manager (Sabah)
Petron Malaysia Refining & Marketing Bhd,
Remote
9 hours ago
Petron Malaysia is an emerging and rapidly evolving Asian oil company. It is part of Petron Corporation which is the leading oil company in the Philippines. Our integrated refining, distribution, and retailing of world-class petroleum products help meet the country’s growing energy needs and contributes to a more progressive nation. We are dedicated and passionate about our vision - to...
Community Moderator Executive
The Branding People,
Remote
3 days ago
We're The Branding People, a Malaysia-based digital marketing agency serving brands across Southeast Asia. We turn insights into strategy, strategy into creative work, and creative work into measurable impact.Our partners are growing rapidly across the gaming and digital entertainment space, where strong communities are at the heart of every successful brand. If you're someone who enjoys engaging with online communities,...
Talent Researcher (Open to Fresh Grad)
Tap Growth ai,
Remote
4 days ago
We're Hiring: Talent Researcher (Open to Fresh Grad)! We are looking for a motivated and detail-oriented Talent Researcher to join our dynamic team in Kuala Lumpur. The ideal candidate will be instrumental in identifying and attracting top talent to support our growth initiatives. This role is perfect for fresh graduates eager to start their career in recruitment and human resources....
