Tim Operasional mencakup proses dari awal hingga akhir, mulai dari saat Pembeli mencari produk di Shopee, hingga saat Pembeli menerima produk. Tim ini menganalisis & memantau Indikator Kinerja Utama & melakukan analisis jika performa operasional mengalami fluktuasi. Tim ini terdiri dari Customer Service, Pembayaran, Listings, Warehouse, Pengiriman, Operasional Penjual, dan Fraud.
Uraian Tugas
- Monitor, report, and analyse quality-related metrics and initiate plans for corrective actions across all channels
- Facilitate regular calibration sessions to ensure consistency in quality requirements and standards
- Collaborate with both internal and external stakeholders for quality strategy alignment and re-engineer the current process so as to improve the overall quality
- Analyse complaints to identify the root cause of user’s dissatisfaction and provide recommendations on service recovery
Persyaratan
- Candidate must have by minimum Diploma/Bachelor’s degree from a university
- 1 – 2 years working experience as Quality Assurance or related-roles
- Excellent communication and interpersonal skills
- Independent and able to multitask, able to work within timelines
- Positive and energetic outlook, able to motivate others
- Ability to thrive in a fast-paced environment
- Structured thinking, able to evaluate problems and come up with effective solutions
