Senior Quality Assurance Specialist -- Customer Service
Full-time
TEMU
About US
Temu is seeking a highly motivated and experienced Senior Quality Specialist to join our team. As a rapidly growing company, we are looking for talented individuals committed to helping us achieve our goals. In this role, you will have the opportunity to work with a team of driven individuals dedicated to making a difference in the industry.
Key Responsibilities
1.Conduct deep-dive Root Cause Analysis (RCA) on complex operational bottlenecks and systemic quality trends; generate strategic insights and actionable reports to support business decision-making.
2.Refine and maintain the overarching quality evaluation framework, grading rubrics, and scoring standards.
3.Independently lead complex QA initiatives and special projects to drive continuous process, policy, and efficiency improvements.
4.Facilitate cross-team calibration sessions and quality enablement to align standards across functions, driving overall service quality and operational productivity.
5.Partner with and support multiple business lines, ensuring consistent quality standards and operational resilience across all domains.
6.Coach and mentor junior and new QA team members, driving onboarding programs and professional guidance.
7.Handle complex case reviews, policy dispute escalations, and high-level audits to ensure strict compliance.
Qualifications
1.Bachelor's Degree preferred.
2.Minimum 3 years of working experience in the related field is required for this position.
3.Proficient in structured problem‑solving, quality tools and statistical data analysis.
4.Advanced skills in Excel (PivotTables, charts, statistical functions), PowerPoint & Google Workspace.
5.Fluent in English as a working language; capable of independently writing reports, leading cross-team communication, and mentoring team members.
Vacancy posted 17 hours ago
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