CS Quality Excellence & Trainer
ShopeeWhat you'll do
Training & Development:
○ Design and implement a comprehensive training curriculum for CS credit staff, focusing
on professional email etiquette and process adherence.
○ Conduct training sessions on topics such as business writing, structured problem-solving,
and managing difficult customer inquiries via email.
○ Develop specialized training modules to address performance gaps identified through
email quality audits and KPI analysis.
○ Provide one-on-one coaching and mentoring to senior agents to enhance their written
communication skills and prepare them for leadership roles.
SOP & Documentation:
○ Collaborate with management and Team Lead to document and formalize all CS email
response processes and workflows.
○ Create and maintain a centralized repository of email templates (macros), standard
operating procedures (SOPs), and reference documents.
○ Ensure all written documentation and templates are compliant with internal policies and
external regulations.
○ Regularly review and update existing SOPs to reflect changes in CS strategy, system
updates, or regulatory requirements.
Quality & Compliance:
○ Perform regular quality audits of email interactions and performance data to identify
training needs and process gaps.
○ Help establish and enforce quality standards for all written agent-customer interactions to
ensure a consistent brand voice.
○ Develop training on compliance best practices and the Debt Collection Act, PDPA, etc., to
minimize legal and reputational risk in written correspondence.
○ Conduct Root Cause Analysis on service failures to propose process improvements for
the CS team. (BSAT)
Requirements
● Bachelor's degree or higher in Law, Business Administration, or a related field.
● At least 1 years of experience in training or as a team leader in a collections environment.
● Strong understanding of collection processes, both systematic and conversational/negotiation
skills.
● Excellent communication, presentation, and motivational skills.
● Systematic approach to problem-solving, planning, and documentation.
● Knowledge of debt collection laws or certification under the Debt Collection Act is a significant
plus.
● Ability to conduct Root Cause Analysis to propose process improvements.
● Proficiency in analyzing and summarizing both qualitative and quantitative data.
● Attention to detail, impartiality, and a positive attitude toward teamwork.
● Understanding of collection processes and compliance standards related to debt collection laws
is a plus.
● Proficiency in spreadsheet applications (e.g., Excel, Google Sheets)
● Strong communication skills in both written and spoken English and Thai.
● A positive attitude, willingness to learn, and a proactive approach to work.