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Job Description:

Monitor and evaluate daily customer support cases to ensure high service quality and strict adherence to operational processes
Lead and conduct internal QA calibration sessions to align evaluation standards across the quality assurance and operations teams
Participate in specialized Shopee calibration sessions to maintain alignment with core quality standards and regional metrics
Analyze agent disputes regarding QA evaluations, providing objective resolutions based on established guidelines
Conduct targeted QA offender feedback sessions with agents to review monitoring results and drive performance correction
Identify and report systemic quality trends, process gaps, and improvement opportunities discovered during QA monitoring
Maintain weekly alignment meetings with Operations stakeholders to review quality performance and discuss areas of development
Execute structured weekly QA action plans to proactively address quality gaps and elevate overall team performance
Will be supporting Brazil market

Requirements:

Bachelor Degree in any major
Minimum of 2 year of Quality Assurance (QA) experience
Strong familiarity with QA auditing processes, evaluation frameworks, and calibration methodologies
Proficiency in Microsoft Excel or Google Sheets, including data organization, trend analysis, and basic formulas
Professional fluency in English, with strong reading and written communication skills
Proven capability to draft basic SOPs, QA documentation, calibration logs, and operational quality reports
Experience in writing SOPs, managing knowledge base articles, or utilizing AI QA tools and multilingual QA

CS QA Lead - Operations (Yogyakarta)