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.

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, refreshments 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 and dashboards; Document and follow up processes with HQ structure and make sure the team is up to date; Participate in local and global alignment meetings with HQ to negotiate and review current processes; Conduct onboarding, communications and training for BPO (vendors) teams; Provide daily support to team members on their real time tasks; Support management on process improvement and updates.

Advanced English (Conversation and Writing); Intermediate Spanish is desirable; Advanced Google Suite (Google Sheets and Slides); Degree in Business Administration or similar area; Proven experience on AI tools usage for reports, training material creation (slides and videos) and so forth; Solid experience in training and development; Solid experience in QA monitoring and evaluation; Solid experience with processes and flowchart design; Solid experience in continuous improvements. Solid experience in outsourced and in-house CX operations. Organizational skills Time management Analytical mindset Accountability Professional maturity Proactivity Strong communication skills (written and verbal) Strong interpersonal skills