QA Claim - SPX Express

The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

Job Description:

• Conduct periodic sampling of claim tickets from the CRM system to ensure agent handling is in compliance with applicable SOPs, guidelines, and policies.
• Identify handling errors, misclassification, or process non-compliance, and document QA findings along with their categories and severity levels.
• Provide feedback to agents or relevant teams and perform follow-up corrective actions on QA findings until resolution.
• Prepare weekly and monthly QA reports covering error rates, trends, and recurring issues, and provide process improvement insights to operational teams and management.

Requirements:

• Minimum education Diploma (D3) or Bachelor’s degree (S1) (preferred).
• At least 1 year of work experience as a Quality Assurance (QA).
• Strong understanding of operational process flows, QA checklists, and logistics processes (an advantage).
• Proficient in using Microsoft Excel and spreadsheet tools for data analysis and reporting.
• Demonstrated strong communication and collaboration skills when coordinating with agents and relevant stakeholders.
• Proven strong commitment to a team-oriented work environment, with the ability to actively contribute expertise to improve team performance and process effectiveness.