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
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