Listing & Content Quality Management - Operations, Shopee

Process Optimization & Automation

• Simplify workflows and improve efficiency through process automation using tools like MS Excel (e.g., Pivot, VLOOKUP).

• Monitor and optimize cost metrics, such as cost per task and cost per 1K orders.

• Stay ahead of industry standards and leverage user feedback to optimize features and strategies.

Policy Implementation & Process Improvement

• Implement and refine policies to improve listing quality, reduce violations, and enhance detection accuracy.

• Stay ahead of industry standards and leverage user feedback to optimize features and strategies.

BPO Management

• Manage external BPO teams to ensure performance meets SLA, task coverage, and backlog clearance goals.

• Drive agent productivity and optimize task allocation through efficient processes.

Quality Control & Risk Management

• Develop internal controls to reduce violations, manage bans/deletions, and ensure compliance with policies.

• Identify and anticipate risks in policy execution and proactively address gaps.

Data Analysis & Performance Optimization

• Analyze performance metrics (e.g., fail rate, trigger rate, violation patterns) and propose solutions for improvement.

• Use data insights to optimize policies, processes, and operational performance.

Key Metrics to Drive

• Performance: SLA, task coverage, backlog clearance, agent productivity, and detection accuracy.

• Cost: Optimize operational costs, including the cost per task and cost per order.

• Quality: Fail rate, trigger rate, leakage, violation reduction, and adherence to QC standards.

Yêu cầu công việc:

• At least 2-3 years of experience in e-commerce operations, focusing on product/content quality control and compliance management.

• Strong understanding of how QC impacts other business teams, with the ability to support feature launches, campaigns, and project control at all stages.

• Logical and optimization thinking with the ability to anticipate risks in policy and execution.

• Analytical skills to solve problems and propose data-driven improvements.

• Proficiency in MS tools (e.g., Pivot, VLOOKUP) for data analysis and reporting.

• Detail-oriented, responsible, and adaptable to changing priorities.