Quality Assurance and Training Specialist  

Lalamove is disrupting the logistics industry by connecting customers and drivers through our platform. We offer a lightning fast and convenient way to book delivery for customers (from business users to end users), while providing drivers a reliable and flexible means of livelihood.

Onto our fifth year as a start-up, now operating in Hong Kong, China, Taiwan, Thailand, Singapore, Malaysia, Indonesia, Vietnam, and the Philippines, we plan on expanding and reaching more customers and drivers, enabling them to achieve their goals in life, through our service.

To achieve this, we are expanding our Customer Happiness team and are now looking for a Quality Assurance and Training Specialist. The mission of this role is to ensure that customers consistently experience delightful service from Customer Happiness Associates. The right candidate will be responsible in assessing the quality of the performance of Customer Happiness Associates and at the same time helping them improve through training and continuous development.

The Opportunity

• Monitors inbound and outbound calls, e-mails, and chats to assess demeanor, technical accuracy, performance, and conformity to company policies and procedures.
• Assists in developing, creating, and implementing quality processes and procedures within the Customer Happiness team
• Conducts relevant trainings to the Customer Happiness on products and services, soft skills, and/or technical skills
• Develops non-classroom communication and training materials
• Recommends enhancements to Customer Happiness training materials as needed to enhance the overall experience of customers
• Collaborates with other departments for relevant information and guidelines to ensure alignment with the Customer Happiness team
• Performs other duties that may be assigned by management from time to time

What we seek

• Strong training background: Conduct training sessions targeted to improve customer service and service levels
• Hands-on and get things done attitude: To bring solutions and ideas to our daily operations needs
• Strong sense of prioritization and structured mindset: To cover multiple things at the same time, without compromising on quality
• Autonomous and adaptable: To cope with an ever-changing working environment
• Understand and follow the company procedures: Provide accurate, valid and complete information by using the right methods/tools

What You’ll Need

• Bachelor’s Degree is preferred with at least 2 – 3 years of relevant experience
• Outstanding customer service skills and dedication to providing exceptional customer care
• Focus on quality and customer service;
• Experience in quality assurance and training
• Excellent communication skills
• Excellent interpersonal skills
• Excellent listening and analytical skills
• Ability to multitask and successfully operate in a fast paced, team environment
• Able to adapt well to change and successfully set and adjust priorities as needed
• Fluent in English and Filipino