Assistant Manager, Cross Border Operations (Quality Assurance)

Phra Khanong, Thailand /
Logistics+ – Cross-Border /
Permanent, Full-time
/ On-site
Ninja Van is a tech-enabled logistics company on a mission to provide hassle-free delivery services for businesses of all sizes across Southeast Asia. Launched in 2014, we started operations in Singapore and have become the region's largest and fastest growing last-mile logistics company, partnering with over 35,000 merchants and delivering more than 1,000 parcels every minute across six countries. 

At our core, we are a technology company that is disrupting a massive industry with cutting-edge software and operational concepts. Powered by algorithm-based optimisation, dynamic routing, end-to-end tracking and a data-driven approach, we provide best-of-class delivery services that delight both the shippers and end customers. But we are just getting started! We have much room for improvement and many ideas that will further shape the industry.

Quality Assurance Senior Associate is responsible for assessing the quality of the performance of Customer Service agents who support customers. QA Associate will monitor inbound calls, email responses and other assigned work to assess representative demeanor, customer service performance, and conformity to company policies and procedures. Collect and inform all information to develop, create and implement call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall customer experience

What you will do

    • Responsible for training initiatives such as new hire training, product training, refresher training to Client Operations Team
    • Identify training gaps in the workflow and perform gap analysis to ensure management KPIs are adhered to
    • Manages day to day operations to ensure training schedule is adhered to
    • Design and Develop Audit Process and Tools, Quality Framework
    • Maintain Audit Process for team to monitor periodically and evaluate the quality of transactions based on a set of guidelines
    • Design and develop performance reports and gap analysis for individuals, team managers and management
    • Manages day to day operations to ensure audit operations are completed as per SLA
    • Identify the current processes and develop standard work process documentation pertaining to SOP and WI, in accordance to company QA guidelines
    • Maintain and update the SOP and WI periodically
    • Manage performance and resources of the team to execute the training and quality initiatives within agreed SLA timeline

What you will need

    • At least 6  years of background in Quality Assurance and Training in Call Center operations
    • Bachelor’s Degree in related field
    • Communication Skill
    • Coaching and Training Skill
    • Analytical Skill
    • English - working proficiency 
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