Driver Operations Associate (Quality Assurance)

Lalamove; Kuala Lumpur; On-site; MYR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a proactive Quality Assurance Associate to join their dynamic team in Kuala Lumpur. In this role, you will be pivotal in maintaining high-quality standards by monitoring calls and evaluating documents, ensuring that all interactions meet the company's excellence criteria. If you thrive in a fast-paced environment and possess strong analytical and communication skills, this is the perfect opportunity for you to contribute to a company that is revolutionizing the logistics industry. Join a passionate team dedicated to delivering exceptional service and making a significant impact in the community.

Qualifications

• Detail-oriented with a strong commitment to accuracy.
• Experience in logistics or call center environment is advantageous.

Responsibilities

• Monitor and evaluate calls to ensure adherence to quality standards.
• Review and audit documents for accuracy and compliance.
• Prepare reports on call and document quality metrics.

Skills

Analytical Skills

Communication Skills

Attention to Detail

Problem-solving

Education

Diploma or higher

Tools

Reporting Software

Job description

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 every day. 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.

We are seeking a detail-oriented and proactive Quality Assurance Associate who thrives in a fast-paced environment and has strong analytical and communication skills. The ideal candidate will play a key role in maintaining high-quality standards by monitoring calls, evaluating documents, and providing actionable feedback to enhance overall performance.

Think you are up for it? Apply now and join the team in Kuala Lumpur, Malaysia to experience the thrill of disrupting the logistics industry!

What you’ll do

1. Call Monitoring and Evaluation
   1. Monitor and evaluate calls to ensure adherence to company policies, quality standards, and best practices.
   2. Assess call effectiveness, including clarity, tone, resolution of driver’s issues, and compliance with company guidelines.
   3. Provide constructive feedback and coaching to agents based on call reviews.
   4. Identify trends in call quality issues and suggest corrective actions or improvements.
   5. Ensure calls are handled in a professional, efficient, and friendly manner.
2. Document Quality Assurance
   1. Review and audit various types of documents ensuring they are accurate, consistent, and compliant.
   2. Ensure all documents follow the company’s style guide, format standards, and regulatory requirements.
   3. Evaluate the completeness of documents, checking for missing information, errors, or inconsistencies.
   4. Provide feedback to teams and coaching to agents on improving document clarity and quality.
3. Reporting and Analysis
   1. Prepare regular reports on call and document quality metrics, trends, and performance outcomes.
   2. Share insights and recommendations for improving quality, agent performance, and document accuracy.
   3. Analyze data to identify patterns, and work with teams to implement solutions for recurring issues.

What we seek

1. Detail-oriented with a strong commitment to accuracy
2. Ability to work independently and collaboratively in a fast-paced environment
3. Problem-solving mindset with the ability to handle difficult situations calmly and efficiently
4. Technology savvy

What you’ll need

1. Diploma or higher in any field is preferred but not mandatory
2. Experience in logistics and transportation industry or call center environment is advantageous