L1 Customer Service Quality Assurance - 12 months (3rd Party Contract), ShopeePay at Shopee - Kuala Lumpur

The L1 Customer Service Quality Assurance is responsible for conducting quality assurance audits on various customer interactions. This role plays a crucial part in ensuring service excellence and compliance within the customer service team at ShopeePay.

In this role, you will conduct quality assurance audits on various customer interactions, including chat, call, and email. You will evaluate adherence to standard operating procedures, ensure accurate responses, and identify escalation issues.

Key Responsibilities:

• Conduct quality assurance audits on customer interactions across multiple channels.
• Evaluate adherence to standard operating procedures and compliance standards.
• Identify and report escalation issues for further action.
• Provide structured feedback to customer service representatives.
• Support training initiatives based on audit findings.
• Track compliance risks and recommend improvements.
• Conduct calibration sessions with internal teams to align on quality standards.