Merchant Onboarding Analyst

SPX PHILIPPINES INC.; Manila; On-site; PHP 400,000 - 600,000; Full time

Job summary

SPX Philippines Inc. is seeking a Merchant Operations Training Specialist to onboard merchants, conduct operational training, and ensure teams master platform usage, order management and processes.

You will manage requests, scheduling, attendance, reschedules, no-shows, and follow-ups to deliver consistent onboarding. The role involves developing training decks, SOPs and reference materials, performing QC/QA on merchant setup, monitoring KPIs, and driving process improvements.

Qualifications

• Bachelor’s degree in Business, Operations Management, or a related field.
• Experience in Merchant Operations, Operations Excellence, Training, QC/QA, Onboarding, or Process Improvement.
• Strong communication, training/facilitation, analytical, problem-solving, and stakeholder management skills.
• Proficient in Excel/Google Sheets with trackers, dashboards, reports, and operational data.
• Highly organized with the ability to manage multiple workstreams and priorities simultaneously.

Responsibilities

• Onboard merchants and provide operational training on platform usage, order management, and processes.
• Manage end-to-end training process including requests, scheduling, attendance, completion, reschedules, no-shows, and follow-ups.
• Develop and improve training decks, videos, SOPs, and reference materials for scalability.
• Perform QC/QA checks on merchant setup and activation (store info, location, menu, images, etc.).
• Identify QC/QA findings, coordinate corrections, and revalidate issues.
• Monitor training and QC/QA performance, SLAs, coverage, and KPIs; provide progress updates.
• Analyze recurring issues to recommend corrective actions and preventive measures.
• Drive process improvements, automation, and standardization of Merchant Operations workflows.
• Maintain trackers, dashboards, reports, and process documentation for visibility.
• Collaborate with Merchant Onboarding, KAM/BD, and other teams to address issues and improve merchant experience.
• Wear multiple hats and support other workstreams and ad hoc needs.

Skills

Communication

Training/ Facilitation

Analytical

Problem-Solving

Stakeholder Management

Education

Bachelor's degree in Business/Operations Management or related field

Tools

Microsoft Excel

Google Sheets

Job description

Job Description:

• Conduct merchant onboarding and operational training, ensuring merchants are equipped with the necessary knowledge on platform usage, order management, and operational processes.
• Manage the end-to-end training process, including training requests, scheduling, attendance, completion, reschedules, no-shows, and follow-ups.
• Develop and continuously improve training decks, videos, SOPs, and reference materials to support merchant readiness and enable more scalable training.
• Perform QC/QA checks on merchant setup and activation, including store information, location/pin/coordinates, menu setup, images/assets, and other critical onboarding requirements.
• Identify and document QC/QA findings, coordinate necessary corrections with relevant teams, and conduct revalidation to ensure issues are properly resolved.
• Monitor Training and QC/QA performance, SLAs, coverage, and key operational metrics, providing regular progress updates and identifying areas for improvement.
• Analyze recurring issues and operational gaps to recommend and implement corrective actions, process improvements, and preventive measures.
• Drive process improvement, automation, and standardization initiatives to improve efficiency and streamline Merchant Operations workflows.
• Maintain accurate trackers, dashboards, reports, and process documentation to ensure visibility and proper monitoring of OPEX initiatives.
• Collaborate closely with Merchant Onboarding, KAM/BD, and other cross-functional teams to address operational concerns and improve the overall merchant experience.
• Wear multiple hats and support other Merchant Operations workstreams, special projects, and ad hoc requirements based on evolving team and business needs.

Requirements:

• Bachelor’s degree in Business, Operations Management, or a related field.
• Relevant experience in Merchant Operations, Operations Excellence, Training, QC/QA, Onboarding, or Process Improvement, preferably within e-commerce, food delivery, logistics, or marketplace operations.
• Strong communication, training/facilitation, analytical, problem-solving, and stakeholder management skills.
• Proficient in Microsoft Excel/Google Sheets and comfortable working with trackers, dashboards, reports, and operational data.
• Highly organized and detail-oriented, with the ability to manage multiple workstreams and priorities simultaneously.