Quality Assurance Senior Analyst – Customer Service

About The Team
We are looking for a highly skilled and detail-oriented Senior Quality Assurance Analyst to join the ShopeePay Operations team. This role focuses on ensuring that Customer Service (CS) interactions and processes are executed efficiently, consistently, and in alignment with internal SOPs, customer protection standards, and data privacy requirements.

As a QA Senior Analyst, you will assess, validate, and enhance the performance of our Customer Service operations across channels (i.e. chat, email, voice), helping teams consistently meet quality standards and service goals. You will play a key role in optimizing processes to improve customer experience, reduce defects, and strengthen operational excellence.

Job Description
Quality Assurance

• CS Interaction Quality Monitoring: Review and score customer interactions across channels for accuracy, policy adherence, empathy, quality of resolution provided, and professionalism; identify trends and recurring failure modes.
• SOP & Policy Compliance: Verify adherence to CS SOPs, escalation matrices, service recovery policies, and data-privacy guidelines in handled cases.
• Case Audits & Deep Dives: Conduct targeted audits on high-risk/high-impact scenarios (complaints, escalations, regulatory inquiries), validating end-to-end handling quality and timeliness.
• QA Framework & Scorecards: Maintain and evolve QA forms, rubrics, and calibration packs to ensure fair, consistent scoring aligned to evolving business policies and regulatory guidance.
• Calibrations & Coaching Support: Run regular calibration sessions with CS Operations and BPO/vendor partners; provide actionable feedback to TLs and agents to address quality gaps.
• Vendor QA Governance: Monitor outsourced teams' quality performance and alignment with ShopeePay standards, SLAs, and calibration outcomes.
• Reporting & Insights: Produce weekly/monthly QA reports (e.g., QA score, critical error rate, adherence trends) with clear Root Cause Analysis and prioritized recommendations.
• Risk & Compliance: Flag potential risks (e.g., mishandling of sensitive data, mis-resolution, mis-escalation) and ensure corrective/preventive actions are implemented and tracked to closure.
• Training & Enablement: Act as SME to design and deliver pre-rollout briefings, micro-learning refreshers, job aids/playbooks, and knowledge checks for policy/SOP updates; track effectiveness via post-training QA results.

Operations Support

• Experience & Efficiency Metrics Enablement: Link QA findings to Key Metrics (CSAT, AHT, SLA/TAT, re-contact drivers); size impact and co-define experiments with CS Ops to improve these metrics.
• Process Improvement: Identify process/policy/tooling gaps and recommend fixes; partner with owners to implement and measure impact.
• Knowledge Base Governance: Spot content gaps and ambiguities in the knowledge base; propose updates that reduce agent error and rework
• Tooling & Automation Partnership: Work with Product/Tech to improve agent tools, QA workflows, and reporting (e.g., form changes, tagging)
• Continuous Improvement: Maintain feedback loops, sampling strategies, and periodic methodology reviews to keep pace with new policies, products, and campaigns.

Requirements
Experience

• 2–4 years in Quality Assurance for Customer Service/contact center, fintech/e-commerce, or financial services.
• Background in interaction auditing, calibrations, and coaching support with in-house and/or BPO teams.

Skills

• Strong command of QA methodologies, sampling, and scoring; ability to translate policy into objective rubrics.
• Analytical problem-solver with experience in RCA, trends analysis, and turning insights into action.
• Familiarity with CS metrics (CSAT/NPS, AHT, SLA/TAT) and how QA influences them.
• Excellent written and verbal communication; able to articulate findings clearly to operators and leadership.
• Comfortable working cross-functionally with CS Ops, Policy/Compliance, Product, and Vendor Management.
• Proficiency with spreadsheets and BI/reporting tools and exposure to QA/contact center platforms are a plus.
• Working knowledge of customer protection standards and data privacy principles are a plus.

Certifications (Preferred But Not Required)

• COPC, Six Sigma/Lean, ISO 9001, or quality/auditing/operations excellence certifications.