Training & Quality Analyst
At Lalamove, we believe in the power of community. Millions of drivers and customers use our technology every day to connect with one another and move what matters. Delivery is what we do best — and we make sure it’s always fast and simple.
Since 2013, we’ve been working in the logistics industry to find the best delivery solutions for the world.
Our goal is to make Lalamove synonymous with delivery, and our mission is to empower local communities by making deliveries quick and easy!
We’ve achieved our goals in Asia, and now we’re expanding our technology around the world — in LATAM, we’re currently operating in Brazil and Mexico.
We’re looking for a Training & Quality Analyst with strong training, quality assurance, and process management experience. This role will be responsible for onboarding and coaching new hires, monitoring QA performance, and identifying improvement opportunities through data and feedback.
The professional will prepare support materials, lead continuous training efforts (including for BPO teams), and ensure alignment with global teams. A critical eye, strong communication skills, and the ability to document and improve processes are essential for success in this position.
Key Responsabilities
Training and coaching new hires to make sure they can perform in CX structure;
Conduct weekly quality evaluations with L1 and L2 agents to track our QA performance;
Identify QA markdown patterns and provide insights and feedback to leadership and management;
Conduct trainings and action plans to update the operation or recover bad performers on QA metrics;
Conduct refreshment trainings, create and apply tests in a recurrent basis;
Prepare guideline materials and maintain CX indicators reports;
Document and follow up processes with HQ structure and make sure the team is up to date;
Participate in global alignment meetings with HQ to negotiate and review current processes;
Conduct onboarding, communications and trainings for BPO teams.
Provide daily support to team members on their real time tasks.
Requirements
Advanced English (Conversation and Writing);
Advanced Google Suite (Google Sheets and Slides)
Previous experience in training and development;
Previous experience in QA monitoring and evaluation;
Previous experience with processes and flowchart design;
Previous experience in continuous improvements.