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

• Bachelor Degree in any major
• Minimum of 2 year of Quality Assurance (QA) experience
• Strong familiarity with QA auditing processes, evaluation frameworks, and calibration methodologies
• Proficiency in Microsoft Excel or Google Sheets, including data organization, trend analysis, and basic formulas
• Professional fluency in English, with strong reading and written communication skills
• Proven capability to draft basic SOPs, QA documentation, calibration logs, and operational quality reports
• Experience in writing SOPs, managing knowledge base articles, or utilizing AI QA tools and multilingual QA workflows is a strong advantage
• Willing to work in shifting schedules