Shopee (Thailand) Co., Ltd.
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Quality Assurance (SPX)
atShopee (Thailand) Co., Ltd.The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.
Job Description:
- Lead and manage the Quality Control team to ensure adherence to operational and service standards within the hub.
- Monitor and report on overall hub performance, focusing on the following key areas:
- SLA performance for in-house cases to ensure timely and accuracy
- Return and Refund (RR) case tracking, ensuring cases are followed up and resolved in a timely manner.
- Fleet penalty management, identifying and addressing penalties from operation issues.
- Seller management, help and support hub issue resolution and performance improvement initiatives with sellers.
- Stuck order monitoring, proactively identifying delayed order ,and working to minimize and resolve them quickly.
- Alignment with the Quality Assurance team on hub-related performance, improvements, and operational changes.
- Serve as a key point of contact for performance-related escalations and collaborate cross-functionally with operations, QA, and seller support teams.
- Generate regular reports and insights for leadership to support strategic decision-making and operational enhancements.
- Identify gaps and inefficiencies in processes, recommending and helping implement corrective actions.
Requirements
- Bachelor’s degree in any field.
- Proven experience team leader role and involved with project management.
- Strong presentation, problem-solving, and communication skills.
- Proactive, with a focus on process improvement and achieving results.
- Excellent analytical skills and ability to make data-driven decisions.
- Well-developed interpersonal skills and the ability to collaborate across teams.
- Ability to work effectively under pressure in a fast-paced environment.
- Fluent in English, with excellent written and verbal communication.
- Quick learner, adaptable, and flexible.
- Results-oriented with a "can-do" attitude and a passion for achieving goals.
- Strong cross-functional collaboration skills, with a focus on analytical thinking and initiative.
- Proficiency in Microsoft Office, G-Suit; Excel knowledge is a plus.
Experience required
- any or no experience
Salary
- Negotiable
Job function
- Quality Assurance
- Finance
Job type
- Full-time
Company overview
Shopee makes online shopping easy, secure and fuss-free. Shopee is a mobile focused modern marketplace where everyone can browse, shop and sell products of all kinds anytime and anywhere. Shopee is tailored for Southeast-Asian markets, combining the easiness of consumer driven ma ...
Why join us: Shopee is rapidly online shopping tech company in Thailand and other South East Asian markets. We do innovate on many fronts in online shopping, providing an unique opportunity to learn about ecommerce technologies and trends. We have a multinational and dynamic workplace with gr ...
Benefits
- Professional development
- Dental Insurance
- Five-day work week
- Flexible working hours
- Life Insurance
- Health Insurance
- Maternity leave
- Social Security
- Performance bonus
- Provident fund
- Learning & Development Opportunities
