Customer Operations • Senior

Who you are

You have a strong background in operations and quality assurance, with experience in reviewing outputs and providing constructive feedback to team members. Your attention to detail ensures that all processes align with standard procedures, and you are comfortable working with various tracking tools and dashboards. You thrive in a collaborative environment, working closely with different teams to identify and resolve recurring issues.

You possess excellent communication skills, enabling you to effectively convey feedback and insights to agents and management. Your analytical mindset allows you to prepare basic QA reports that contribute to performance monitoring and improvement. You are passionate about enhancing the quality of service and ensuring that customer interactions meet the highest standards.

What you'll do

In this role, you will support the quality assurance process by reviewing agent outputs, including calls, documentation, and tracker updates. You will provide feedback to agents to help them improve their performance and maintain QA trackers and dashboards to monitor quality metrics. Collaborating closely with QA and Callout teams, you will raise recurring issues and assist in preparing basic QA reports for performance monitoring. Your contributions will play a vital role in ensuring that Lalamove continues to deliver exceptional service to its customers and drivers.

What we offer

At Lalamove, you will be part of a dynamic team that is committed to disrupting the logistics industry. We offer a supportive work environment where your contributions are valued, and you have the opportunity to make a real impact. Join us in connecting customers and drivers through innovative technology and help us maintain our reputation as a leading global on-demand delivery platform.