Customer Service Quality Analyst (ShopeePay/Monee)

What you'll do

• Quality Assurance Reviews: Conduct regular quality audits on customer interactions to ensure compliance with SOPs, communication standards, and solution accuracy. Provide structured coaching using established frameworks to drive agent performance improvement.
• Quality Framework & Governance: Maintain and enhance QA frameworks including scorecards, coaching approaches, and audit standards to ensure consistency, fairness, and continuous improvement across teams.
• Reporting & Insights: Prepare concise, data-driven reports to highlight performance trends, gaps, and risks. Communicate actionable recommendations to stakeholders and track the effectiveness of implemented actions.
• CSAT & Root Cause Analysis: Analyze CSAT/DSAT feedback and audit findings to identify key drivers, root causes, and recurring trends.Translate insights into clear problem statements and improvement opportunities.
• Training & Capability Building: Collaborate with the Training team to design and deliver targeted refreshers based on QA findings, focusing on product knowledge, communication, and critical thinking skills.
• Process & Experience Improvement: Partner with Operations, Product, and relevant stakeholders to identify process inefficiencies and recommend enhancements that improve turnaround time, resolution quality, and overall customer experience.

Requirements

• Bachelor's degree in any related field (or equivalent work experience).
• Strong understanding of Customer Service & Quality Assurance frameworks, audit methodologies, and coaching practices.
• Excellent communication and stakeholder management skills, with the ability to collaborate across teams (Operations, Training, Product).
• Proven ability to analyze CSAT/DSAT, identify root causes, and translate findings into actionable insights
• Strong communication and interpersonal skills to effectively collaborate with stakeholders at all levels.
• Excellent analytical skills with the ability to identify patterns, trends, and anomalies in data.
• Detail-oriented with exceptional documentation and report-writing skills.
• Ability to work independently and prioritize tasks to meet deadlines.
• Experience in conducting quality assurance reviews or audits within the financial services or Fintech industry is a plus.