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!
Currently, Lalamove is a leading global on-demand delivery platform with millions of delivery partners serving millions of orders everyday. With 1600+ employees spread across SEA and LATAM, our 10-year old company has reached unicorn status in 2018, is well funded by prominent VCs and has kept growing at tremendous speed since.
Our strength lies in our internal values, namely Passion in 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 ambition to build an international brand by establishing an even more global presence.
What you’ll do
- Conduct engaging and effective training sessions, including onboarding, upskilling, refresher courses, and process updates based on business needs and QA opportunities.
- Coordinate training logistics, including sending invitations to participants, secure venues, and ensure relevant logins are in place. Ensure appropriate skill sets and concurrency are set for both training and nesting phases.
- Utilize various training methods such as in-person, virtual, and blended learning to accommodate different learning styles.
- Perform quality assurance audits of call center operations to assess compliance with company policies, procedures, and quality standards, and promptly address and resolve any QA disputes.
- Complete daily, weekly, and monthly audit goals in alignment with CSM and functional teams.
- Facilitate assessment and communicate insights and recommendations based on training assessments and audit findings to enhance overall operational performance.
- Provide EOD reports and daily summaries during training and nesting periods, and produce reports highlighting strengths, weaknesses, and insights for improving QA scores across teams.
- Regularly collecting feedback to refine and improve training programs, work with management, team leaders, and other departments to identify training needs and align initiatives with business objectives.
- Undertake additional tasks as necessary to enhance daily CS operations.
What we seek
- Experience in training voice, chat and email channels for at least a year is an added advantage
- Experience in doing quality audits and process improvements based on insights from the audits or feedback internally and externally is an added advantage
- Ability to work in a fast paced environment, solution minded, self-starter, has attention to details and team player who requires minimum supervision
- Expert in MS Office Suite, Google Suite and other productivity apps
- Familiar with excel functions for extracting and generating reports
- Fluent in local language and English is a must
- Experience in logistics, retail, or e-commerce industries is an added advantage
- Experience with a start-up environment is preferred
What you'll need
- Bachelor's degree or other college experience preferred
- Minimum of 3 years experience in related field
- Amenable to work on-site in Petaling Jaya and work from home ready; i) Company's laptop with DLP software installed, and ii) Home internet plan of at least 25mbps
