Training and Quality Assurance Specialist

Lalamove (Indonesia) (Jakarta, Indonesia)

DKI Jakarta, Indonesia

Lalamove is an on-demand delivery technology company, empowering users all around the world to make delivery fast and reliable. Today, Lalamove operates in 11 markets across Asia and Latin America. Our driver partners operate a vast array of vehicles to suit each market including lorries, vans and cars for deliveries of almost anything of any size. Fleets of two-wheel vehicles are also available for courier services providing fast and low-cost delivery solutions. Through dedicated mobile and web apps, Lalamove seamlessly connects users and drivers around the world to move things that matter. As one of Hong Kong’s homegrown unicorn startups, we are proud to employ some of the most passionate, talented and driven people in the industry. If you have the drive to succeed, make your next move at Lalamove!

About this position

As a Training and Quality Assurance Specialist at Lalamove, you will be responsible for developing and implementing quality control procedures, monitoring product performance, and identifying and addressing quality issues.

Responsibilities

• Create, plan, and conduct Onboarding Training for new hires
• Create and update necessary SOP and Product brief using the correct tools
• Conduct training on a daily, weekly, and monthly basis
• Perform Quality monitoring for associates and senior associates to make sure workflow is being implemented correctly according to SOP
• Create weekly and monthly reports for Training and Quality Assurance
• Attend Training and Quality Assurance related meetings with other markets
• Oversee the workflow and create an improvement plan for efficiency

Requirements

• Bachelor's degree or college experience preferred
• Minimum 2 years experience in customer service/contact center/BPO specializing in Training and Development
• Proficient and confident when communicating in English (both written and verbal)
• Computer literacy; familiar with Google, spreadsheets
• Positive, dynamic & energetic
• Customer-oriented
• Good written and verbal communication
• Target-driven, self-starter, able to work in a fast-paced environment
• Good analytical skills