Training and Quality Assurance Specialist

2 months ago


Jakarta, Indonesia lalamove Full time

Lalamove is disrupting the logistics industry by connecting customers and drivers directly through our technology. We offer customers a lightning-fast and convenient way to book delivery and moving services whether they are at their home, at work, or on the go. People talk about O2O, we live it

Our strength lies in our internal values, namely **Passion** for serving local communities, empowering SMEs and our driver partners, **Execution,** and **Grit** because that is how we differentiate ourselves by never giving up and striving for excellence, and **Humility** - awareness in ourselves to learn from others and never stop improving.

At Lalamove, we strongly believe in the power of community. Millions of drivers and customers use our technology every day to connect with one another and move things that matter. Delivery is what we do best and we ensure it is always fast and simple. Since 2013, we have tackled the logistics industry head-on to find the most innovative solutions for the world’s delivery needs.

Our vision is to bring communities closer and make city life easier by allowing fast and convenient circulation of goods. We realize this vision with a ‘glocal’ approach, building a robust operations team to adapt our product to local networks of businesses and delivery contractors. At the same time, we have the ambition to build an international brand by establishing an even more global presence.

As a **Training and Quality Assurance Specialist, **you will be reporting to the Customer Service Manager. You will be responsible for developing and implementing quality control procedures, monitoring product performance, and identifying and addressing quality issues.

**THE RECRUITMENT PROCESSES WILL BE CARRIED OUT IN ENGLISH**

**What you’ll do**:

- 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

**What you'll need**:

- 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

**What we seek**:

- 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
- Lalamove respects your privacy and is committed to protecting your personal data.

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