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Quality Matter Expert

2 weeks ago

Yogyakarta, Indonesia Shopee Full time

DepartmentOperations- LevelExperienced (Team Lead)- LocationIndonesia - YogyakartaThe 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.
- Berperan sebagai auditor untuk QA Team guna memastikan kualitas dari QA sampling dan penilaian QA tetap meningkat
- Melakukan validasi terhadap hasil pengambilan sampling oleh QA Agents dilakukan secara akurat dan sesuai dengan prosedur
- Memantau keakuratan pengambilan sampling dari QA Agents jika dibutuhkan, lalu menginformasikan jika perlu dilakukan revisi terhadap penilaian QA secara berkala
- Memberikan penilaian dan tanggapan kepada QA Agents berdasarkan dari metrics. Seperti kualitas penilaian yang dilakukan oleh QA Agents dan kemampuan mereka dalam menyampaikan tanggapan mengenai hasil sampling
- Melakukan penyesuaian QA kembali untuk memperbarui dasar pengetahuan dan pemahaman bagi seluruh QA Agents

**Requirements**:

- Minimal pendidikan D3
- Memiliki pengalaman mínimal 2 tahun sebagai QA atau sejenisnya di bidang customer service
- Mahir dalam berbahasa inggris
- Memahami dasar Microsoft Excel
- Terbiasa dengan CS Metric dan CRM Tools
- Memiliki pengetahuan yang baik mengenai SPX Express
- Memperhatikan detail pekerjaan secara teliti
- Memiliki kemampuan berkomunikasi yang jelas dan baik
- Memiliki kemampuan analisis, terutama dalam menemukan akar dan menyelesaikan masalah
- Mampu berkontribusi dalam mengambil keputusan, baik secara tim ataupun individu
- Memiliki kemampuan leadership: coaching dan counselling
- Memiliki kemampuan dalam mengelola hubungan dengan stakeholders terkait
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