🛠 Tech Stack

💼 About This Role

You'll develop training programs and monitor service quality to ensure customer service teams are equipped with necessary skills. Your work will directly improve agent performance and drive customer satisfaction. This role offers a chance to shape training and quality in a fast-growing e-commerce environment.

🎯 What You'll Do

• Conduct QA audits across call, email, and chat channels
• Design and deliver training programs for new hires and agents
• Manage and update the Knowledge Management system
• Analyze QA data to identify improvement areas and coach OSP

📋 Requirements

• 3+ years in Training, QA, or Knowledge Management
• Experience in e-commerce or BPO customer service
• Familiarity with ticketing systems (e.g., Zendesk)

✨ Nice to Have

• Proficiency in Excel for data analysis
• Experience with e-learning authoring tools
• Background in business or education

🎁 Benefits & Perks

• 🏖️ Rotational schedule with weekend/holiday work included
• 📚 Training and development opportunities
• 🌍 International team exposure

📨 Hiring Process

Estimated timeline: 3-6 weeks

1. 1Application Review· 1-2 weeks
2. 2Online Test· 1 hour
3. 3Phone Interview· 30 min
4. 4Virtual Onsite Interview· 1-2 hours
5. 5Offer· 1 week

🚩 Heads Up

• Rotational schedule includes weekends and public holidays
• Multiple roles blended (training, QA, knowledge management)