Responsibilities
About the Team
Governance and Experience is a global team aiming to build a safe and trustworthy platform for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users.
As part of GNE organization is our Service Support Centre (SSC) delivers service to our partners. As part of SSC is our Selling Partner Support (SPS) team who are responsible for supporting our Partners and internal users, we are looking for a Quality Assurance Program Manager.
Responsibilities
- Ensure quality framework is in place based on the business types/facts by coordinating across regions and stakeholders.
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- Implement clear overall quality strategy with scalable process, tools and systems that allow efficient monitoring of performance versus target.
- Access quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with operations team to improve quality performance.
- Research and understand customer expectations and needs to drive their satisfaction.
- Effectively communicate updates and developments with team members, trainers and management.
- Produce statistical reports and insights on quality performance.
- Be responsible for the initial SOP setup, language translation, system and process test to meet the launch readiness requirements when business expands to new countries.
- Actively works with the QA to ensure alignment of technical specifications and processes.
- Attends periodic calibration sessions with QA and Operations to ensure calibration on program-related issues.
Qualifications
Minimum Qualifications
- BA/BS degree or equivalent practical experience.
- 3+ years of experience in quality assurance, preferably within Customer Service.
- Eager to learn, initiative taker and problem-solver.
- Excellent written, verbal and interpersonal communication skills.
- Excellent skills for communicating and relating with both team members and customers.
Preferred Qualifications
- Experience in commerce or marketplace platforms is a plus.
- Ability to successfully function across groups and drive influence throughout all levels of the organization.