Overview
Quality Assurance Associate (CS) – Operations, Shopee Jobs in Ho Chi Minh City, Ho Chi Minh City, Vietnam at Shopee
Title: Quality Assurance Associate (CS) – Operations, Shopee
Company: Shopee
Location: Ho Chi Minh City, Ho Chi Minh City, Vietnam
Job Description
- Monitor and evaluate BPO agents’ performance to ensure compliance with quality standards and achieve KPIs (CSAT, Quality Score, Error Rate, SLA…).
- Conduct quality audits, calibration sessions and provide actionable feedback to improve agent performance and service consistency.
- Work closely with BPO vendors and internal teams (Ops, Training, WFM, Product…) to ensure alignment in quality standards and execution.
- Support development and implementation of Quality frameworks, including QA guidelines, SOPs, training materials, and evaluation criteria.
- Identify quality gaps, root causes and propose improvement actions to enhance user experience and operational efficiency.
- Track and analyze quality performance, provide weekly/monthly reports and highlight key risks, trends, and improvement opportunities.
- Support training team in identifying knowledge gaps and improving training effectiveness.
- Participate in quality-related projects and initiatives to drive continuous improvement across channels and user segments.
- Ensure consistency in quality across different agent tenures, channels, and user types.
Requirements
- Minimum 1 year experience in Customer Service, QA, or E-commerce operations.
- Strong analytical skills with the ability to identify issues and propose effective solutions.
- Good understanding of customer service processes and quality standards.
- Detail-oriented with strong problem-solving and logical thinking skills.
- Good communication and stakeholder management skills.
- Ability to work independently and collaborate effectively with cross-functional teams.
- Proficient in reporting and data analysis (Excel/Google Sheets).
- Good command of Vietnamese & English (written and verbal).
