L1 Customer Service Quality Assurance (1-year Third Party Contract), ShopeePay

Job Description

• Perform QA audits on chat, call, and email interactions
• Evaluate based on SOP adherence, accuracy of responses and appropriate escalation vs over-resolution
• Ensure agents do NOT provide out-of-scope resolutions and handle cases beyond L1 authority
• Identify wrong escalations (misrouting) and missed escalations (should have gone to L2/L3)
• Provide structured feedback and coaching inputs
• Conduct QA calibration sessions with internal teams
• Track error trends, escalation gaps, and compliance risks
• Support training team with L1-specific improvement areas
• May be required to audit night shift / peak period interactions

Requirements

• 2–4 years in QA / Customer Service auditing
• Strong familiarity with L1 vs L2 scope boundaries
• Experience auditing multi-channel interactions
• High attention to detail and compliance awareness
• Must be able to work flexible rotational shifts to support QA coverage across all operational hours