Customer Service QA Supervisor - ShopeePay/Monee

Job Description

• Quality Governance & Oversight
  • Lead the execution of the Customer Service Quality Assurance Framework, ensuring consistency, fairness, and adherence to approved quality standards.
  • Oversee quality monitoring activities, calibration exercises, appeals and quality governance processes.
  • Ensure quality assessments are conducted accurately, objectively and supported by sufficient evidence.
  • Maintain the integrity of QA methodologies, scorecards, sampling approaches, and review standards.
• Team Leadership & Capability Development
  • Lead, coach, and develop the QA team to achieve quality, productivity, and professional development objectives.
  • Conduct regular performance reviews, coaching sessions, and capability-building initiatives.
  • Drive a culture of accountability, critical thinking, and continuous improvement within the QA function.
  • Ensure consistent int...