Return & Refund Team Lead - Shopee

Responsibilities

• Lead QA team and oversee daily QA operations, ensuring compliance with operational policies and maintaining operational stability.
• Provide guidance, coaching, and feedback sessions to enhance team performance, agent skills, and quality governance.
• Monitor and manage team performance based on defined KPIs, quality metrics, and continuous improvement initiatives.
• Support stakeholders and coordinate cross-functionally to drive quality initiatives and ensure alignment across teams.
• Analyze quality data, operational insights, and trends to identify root causes, solve problems, and recommend process or policy enhancements.

Requirements

• Experienced in Quality Assurance (QA), operations management, or quality governance.
• People management, leadership, and team coaching skills.
• Strong stakeholder management and cross-functional communication skills.
• Strong analytical, problem-solving, and data analysis skills.
• The role requires prior experience in quality governance, coaching, stakeholder management, and data-driven quality improvement to ensure minimal ramp-up time and maintain operational stability.
• Good communication skills with working proficiency in English.