Quality Assurance Senior Analyst – Customer Service

Quality Assurance Senior Analyst – Customer Service

Location: Monee Manila, National Capital Region, Philippines

Overview

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.

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...