Merchant Onboarding Analyst

Kalibrr; Manila; On-site; PHP 500,000 - 900,000; Full time

Job summary

Kalibrr in Manila is seeking an experienced Merchant Operations Trainer to onboard merchants and deliver hands-on training on platform usage, order management, and operational processes.

You will oversee end-to-end training lifecycle, QC/QA checks during onboarding, and collaborate with cross-functional teams to improve efficiency and merchant experience. Strong communication and data analytics are essential.

Qualifications

• Bachelor’s degree in Business, Operations Management, or related field.
• Experience in Merchant Operations or Training preferred.
• Excellent communication and stakeholder management skills.

Responsibilities

• Onboard merchants and provide operational training on platform usage and order management.
• Manage training requests, scheduling, attendance, and follow-ups.
• Develop training decks, SOPs, and reference materials.
• Monitor training metrics and drive process improvements.

Skills

Training facilitation

Process improvement

Analytical skills

Stakeholder management

Excel/Google Sheets

Education

Bachelor's degree in Business/Operations Management

Tools

Microsoft Excel

Google Sheets

Job description

DepartmentLevelExperienced (Individual Contributor)LocationManilaJob 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.