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- Lead and drive quality of listing management tasks, including item screening, customer service, listing quality improvement, and content QC to improve the overall quality and experience of sellers and buyers
- End-to-end project management of workforce management, including agent bucketization, QA process improvement, SOP improvement, and time & resource planning
- Ensure all quality and user experience KPIs are met
- Track and monitor quality related metrics and prepare reports to flag out areas for improvement for each of the Listing Management sub-team
- Initiate plans for corrective actions for agents across Listing management sub-teams
- Facilitate regular calibration sessions to ensure consistency in quality requirements and standards
- Work closely with the regional team to ensure quality strategy alignment
- Suggest communication methods, messages/scripts that will help improve seller/buyer experience
- Observe (on-the-ground) or review data sampling to validate effectiveness of agents & operation to address necessary corrections
- Bachelor's or Master's degree
- 3-4 years of work experience in Planning and Analysis
- Effective communication and collaboration skills spoken and written English required
- Strong analytical and problem-solving skills, with the ability to make data-driven decisions and solve complex issues.
- Proven experience in project coordination, with the ability to manage projects simultaneously and prioritize tasks effectively.
- Experience with video/content platforms, such as Tiktok, is preferred.
- Basic knowledge in SQL is a must
- Ability to use excel with formula is a must (such as Pivot,Vlookup,Ifs,Countifs,Sumifs,etc)
QA & Training Lead () - Malaysia - Shopee
