CS Supervisor - QA (Shopee)

About the team

Lead the QA and Training sub-team under CS Operations, ensuring end-to-end governance of CS agent quality from structured onboarding, nesting, and go-live validation to post go-live monitoring, maintaining SOP compliance, service consistency, and KPI achievement (QA, CSAT, SLA) across internal and BPO teams while driving continuous quality improvement initiatives.

What you'll do

• Supervise daily operations of QA Analysts and Trainers, set clear KPIs and development plans, conduct regular coaching and performance reviews, and ensure effective workload allocation aligned with business volume and priorities.
• Manage structured onboarding programs, ensure training materials are aligned with current SOPs and policy updates, monitor nesting performance, provide structured feedback, and validate agent go-live readiness through quality assessments.
• Establish and maintain QA evaluation standards, conduct regular calibration sessions to ensure scoring alignment, monitor compliance adherence, identify recurring errors or policy breaches, and implement corrective action plans to mitigate operational risks.
• Analyze QA performance trends to identify systemic gaps, design targeted coaching frameworks for underperforming agents, collaborate with BPO vendors on structured recovery plans, and track post-action improvements to ensure sustainable performance uplift.
• Collaborate cross-functionally with Operations, Policy, and Product teams on process updates, align QA and training processes with business changes, provide structured quality feedback to vendors, and proactively escalate risks with mitigation plans.
• Prepare weekly and monthly quality performance reports, provide root cause analysis impacting CSAT and SLA, recommend data-driven process improvements, and support management decision-making through actionable quality insights.

 

Requirements

• Minimum 1-2 years in Customer Service, QA, Training, or Operations with supervisory capacity managing teams and driving performance outcomes.
• Strong understanding of QA frameworks, evaluation methodologies, SOP governance, compliance standards, and structured onboarding processes within high-volume operational environments.
• Proven experience in BPO vendor management, strong stakeholder communication skills, ability to interpret QA data and identify trends, and capability to lead structured performance improvement initiatives in a fast-paced setting.