CS Quality Excellence and Trainer (ShopeePay)

About the team

We are looking for a highly skilled CS Quality Excellence and Trainer to join our ShopeePay operations team. You will be responsible for defining the standard of service excellence by architecting robust SOPs, designing impactful training programs, and driving continuous quality improvement to ensure a seamless experience for our users.

What you'll do

SOP Architecture & Strategic Documentation: 

• Draft, refine, and maintain comprehensive Standard Operating Procedures (SOPs) across all support tiers.
• Design logical workflows and ensure all edge cases are clearly defined to minimize operational errors.

End-to-End Training & Enablement:

• Design and deliver holistic training programs, ranging from new-hire onboarding to advanced upskilling for existing staff.
• Facilitate internal training for new product launches or feature updates to ensure 100% team readiness.

High-Impact Content Creation:

• Produce high-quality educational materials, including training decks, operational manuals, and internal knowledge base articles.

Quality Alignment & Continuous Improvement:

• Collaborate closely with CS Team Leads and QA teams to identify recurring pain points and service gaps.
• Translate quality insights into actionable documentation updates and training interventions.

Cross-functional Collaboration:

• Partner with product and business teams to stay ahead of upcoming changes and translate technical updates into easy-to-understand operational workflows.

 

Requirements

• Education: Bachelor’s degree in any related field
• Experience (a plus): Previous experience in technical writing, SOP development, or CS training is highly preferred.
• Domain Expertise: Basic understanding of CS operations and knowledge management principles
• Communication Skills: Exceptional presentation and storytelling skills, with the ability to simplify complex technical concepts for diverse audiences.
• Analytical Thinking: Strong critical thinking skills with a focus on structural problem-solving.
• Adaptability: Highly resilient and capable of performing in a fast-paced, evolving environment.