Customer Service Quality Analyst (ShopeePay/Monee)

Job Description

• Quality Assurance Reviews: Conduct regular quality audits on customer interactions to ensure compliance with SOPs, communication standards, and solution accuracy. Provide structured coaching using established frameworks to drive agent performance improvement.
• Quality Framework & Governance: Maintain and enhance QA frameworks including scorecards, coaching approaches, and audit standards to ensure consistency, fairness, and continuous improvement across teams.
• Reporting & Insights: Prepare concise, data-driven reports to highlight performance trends, gaps, and risks. Communicate actionable recommendations to stakeholders and track the effectiveness of implemented actions.
• CSAT & Root Cause Analysis: Analyze CSAT/DSAT feedback and audit findings to identify key drivers, root causes, and recurring trends. Translate insights into clear problem statements and improvement opportunities.
• Training & Capability Buildi...