Job Description

E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. We are looking for a Quality Assurance Program Manager role to set up the quality strategy and execution framework, build customer service proficiency to achieve the best customer experience consistently.

Responsibilities

• Develop and define QA strategy, execution framework and learning curriculum.
• Drive root causes analysis of user dissatisfaction and implement key QA and Training programs and initiatives to drive improvement of customer service metrics such as quality, CSAT, handling time.
• Manage improvement projects ensuring timely launches and success criteria achieved.
• Drive operations to reach the CSAT goals and QA goals set by the global team, supporting them to reduce errors, improve auditing quality, and enhance coaching compliance.
• Closely collaborate with Service stakeholders to identify and prioritise monthly business critical learning needs to ensure consistent targeting of learning solutions.
• Present improvement opportunities to cross-functional stakeholders with data, context, problem statement, proposed solution.
• Execute daily operational actions to ensure compensation approvals, BPO escalations handling and unblocking issues.
• Implement clear overall quality strategies with scalable processes, tools and systems that allow efficient monitoring of performance versus target.

Minimum Qualification(s)

• Bachelor's degree or above with experience in program management / quality assurance / coaching / training / BPO management.
• Detail-oriented person, solid experience in analytical and problem-solving, or project management positions (e.g. customer service KPIs and processes).
• Problem solver, data-driven, able to work in a diverse, fast-paced environment with previous analytical experience.
• Excellent written and spoken communication skills to coordinate processes and projects involving internal and external stakeholders.
• Self-motivated, able to learn and work independently in global teams.

Preferred Qualification(s)

• Experience in the eCommerce industry.
• AI proficiency, building skills, and automating workflows.