CS QA Lead - Operations

Responsibilities

Monitor and evaluate daily customer support cases to ensure high service quality and strict adherence to operational processes. Lead and conduct internal QA calibration sessions to align evaluation standards across the quality assurance and operations teams. Participate in specialized Shopee calibration sessions to maintain alignment with core quality standards and regional metrics. Analyze agent disputes regarding QA evaluations, providing objective resolutions based on established guidelines.

Conduct targeted QA offender feedback sessions with agents to review monitoring results and drive performance correction. Identify and report systemic quality trends, process gaps, and improvement opportunities discovered during QA monitoring. Maintain weekly alignment meetings with Operations stakeholders to review quality performance and discuss areas of development. Execute structured weekly QA action plans to proactively address quality gaps and elevate overall team performance.

Will be supporting Brazil market.