Quality & Performance Management Lead (Customer Service) - SPX Express

Apply Now

The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

• Managing and leading Quality Assurance and RTFM/WFM team in SPX Customer Service
• Determining, negotiating, and agreeing on in-house quality procedures, standards, and specifications
• Develop and improve the QA scorecard for QA monitoring
• Investigating and setting standards for quality and data analytics improvements
• Develop and improve workflow for RTFM/WFM to be able to provide the best data analytics and insights regarding SPX Customer Service
• Working with operations staff and other business support staff to establish procedures, standards, systems, and procedures
• Determining training needs for the improvement of the team
• Monitoring daily, weekly, and monthly performance of the team
• Work with the Project Management Team and other related departments to find issues and areas for improvement

• Bachelor’s degree from any major
• Tenure/working experience: at least 5 years experience in Customer Service as a leader/SPV/manager
• Preferably have experience in several well-known Customer Service
• Creative problem solver with good interpersonal skills
• Highly numerate with solid analytical skills
• Self-starter that is highly capable of working independently with a tangible track record of results-based process improvement and project management
• Fluency in English in addition to native fluency in Bahasa
• Willing to do frequent business trips to Jogjakarta or other cities as needed
• Having knowledge or experience in SQL is a plus
• Willing to be placed in South Jakarta