We are seeking a detail-oriented and analytical QA Analyst to join the VEHO Delivery Command Center team. The ideal candidate will be responsible for monitoring, evaluating, and improving the quality of customer interactions, operational processes, and delivery support activities. This role ensures adherence to company standards, identifies performance gaps, and provides actionable feedback to enhance service quality and operational efficiency.
Key Responsibilities
- Conduct quality audits of delivery support interactions, including calls, chats, emails, and tickets.
- Evaluate agent performance against predefined quality standards and operational KPIs.
- Monitor adherence to VEHO processes, policies, and customer experience guidelines.
- Identify trends, recurring issues, and process gaps affecting delivery operations.
- Provide constructive feedback and coaching recommendations to team members and supervisors.
- Prepare quality reports, scorecards, and performance dashboards.
- Collaborate with Operations, Training, and Team Leads to implement quality improvement initiatives.
- Participate in calibration sessions to ensure consistent evaluation standards.
- Track corrective actions and follow up on quality improvement plans.
- Support root cause analysis for customer complaints, escalations, and delivery exceptions.
- Recommend process enhancements to improve efficiency, accuracy, and customer satisfaction.
- Maintain documentation of quality standards, audit findings, and best practices.
Required Qualifications
- Bachelor's degree or equivalent work experience.
- 1–3 years of experience in Quality Assurance, Customer Support Quality, or Operations Quality.
- Experience in logistics, delivery operations, transportation, or command center environments preferred.
- Strong analytical and problem-solving skills.
- Proficiency in Microsoft Excel, Google Sheets, and reporting tool
- Experience with ticketing and CRM platforms such as Zendesk, Salesforce, or similar tools.
- Knowledge of quality frameworks, auditing methodologies, and performance metrics.
- Experience working in fast-paced delivery, logistics, or last-mile operations environments.
- Familiarity with data visualization tools such as Power BI, Tableau, or Looker.
Key Performance Indicators (KPIs)
- Quality Audit Accuracy
- Customer Satisfaction (CSAT) Impact
- Escalation Reduction Rate
- Error Detection & Reporting Accuracy
- Improvement Plan Effectiveness
Skills Required
- Quality Monitoring & Auditing
- Root Cause Analysis
- Performance Evaluation
- Data Analysis & Reporting
- Coaching & Feedback Delivery
- Attention to Detail
Working Conditions
- Ability to work in night shift, including weekends if required.
- Comfortable working in a high-volume, fast-paced delivery operations environment.
- Strong ability to manage multiple priorities while maintaining quality standards.
This role plays a critical part in ensuring exceptional delivery support quality and a seamless customer experience across VEHO's Delivery Command Center operations.
