Training & QA Executive, ShopeeFood

Responsibilities

• Quality Assurance on internal/ external teams tickets (call, chat, email) on a daily basis.
• Keep updated with current SOPs and suggest new SOP to improve service quality between teams such as: CS, Operations, Order Processing,…
• Train new SOP for internal teams and external BPO teams.
• Follow up with policy execution, guiding, behavioral adjustment for teams to ensure the alignment and efficiency in the applying process.
• Get insights and analysis from data to highlight user behavioural trends, build or update SOP/ Policy accordingly
• Other tasks assigned involving user experience improvement & quality control

Requirements

• Bachelor’s Degree in Transportation/ Communications or equivalent educational.
• Minimum 1 year of working experience at an equivalent position is a must.
• Experience in e-commerce and logistics industries are highly preferred.
• Good knowledge of ticket handling systems, office programs.
• Very strong ability in training, presenting, interpersonal skills.
• Proactive and open mindset, quick adaptation to situations & dealing smartly with high workload.