L1 Customer Service Quality Assurance – Shopee
Role Summary
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.
Job Description
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.
Job Requirements
2–4 years in QA / Customer Service auditing.
Strong familiarity with L1 vs L2 scope boundaries.
Experience auditing multi-channel interactions.
High attention to detail and compliance awareness.
Ability to work flexible rotational shifts.
Quick Info
Company
Shopee
Location
Kuala Lumpur
Salary
Undisclosed
Skills Required
7 skills
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Required Skills
Quality Assurance
Customer Service
Attention To Detail
Compliance Awareness
Multi-Channel Auditing
Feedback Delivery
Training Support
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