Training and Quality Assurance Specialist

Job Description

Daraz-NP-Training & QA Associate-Nepal | Alibaba Group

The Tone:
This is a full-time role at Alibaba Group, specifically contributing to the Daraz-NP venture, located in Nepal. Alibaba Group operates a vast e-commerce and technology ecosystem, with Daraz-NP focusing on providing essential online retail services and customer support within the Nepalese market. This position is crucial for establishing and maintaining high standards of customer service by designing, delivering, and refining training programs for customer service agents. By identifying skill gaps and driving continuous improvement through data-driven insights and quality assurance, this role directly supports the efficiency and professionalism of the frontline teams and contributes to overall customer satisfaction for Daraz-NP.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person – Nepal
• Mission: To ensure high-quality customer service delivery through effective training programs and robust quality assurance practices for Daraz-NP agents, impacting customer satisfaction and operational excellence.
• Tech Stack: LMS systems, Excel, BI tools

What You’ll Actually Do
• New Hire Onboarding: Design and deliver comprehensive new-hire classroom training programs and develop effective LMS modules, while also providing essential nesting support for NP Venture agents to ensure a smooth transition into their roles.
• Continuous Improvement Training: Develop and conduct targeted refresher sessions, disseminate critical SOP updates, and facilitate skill-gap workshops, all based on actionable insights derived from quality assurance findings and trending contact reasons.
• Quality Assurance Auditing: Perform thorough 5LS audits, encompassing Customer Quality Monitoring (CQM), Driver Satisfaction (DSAT), and Level 1 checks, across both chat and voice channels. This role serves as a crucial QA backup during peak operational periods, maintaining strict calibration with established center QA standards.
• Performance Reporting & Coaching: Produce weekly deficiency dashboards and detailed trend analysis reports, subsequently translating these insights into actionable coaching recommendations for team leaders to drive continuous improvement in agent performance.

The Must-Haves
• Background: Possess a Bachelor’s degree or above; preferred majors include Human Resources, Education, Psychology, Management, or other related fields.
• Experience: At least 3 years of dedicated experience in either training or quality assurance.
• Skills: Proficient in LMS systems, demonstrating strong course design and delivery capabilities; adept at independently translating data analysis into effective training or improvement plans; possesses strong communication, coordination, and cross-functional collaboration skills, with the ability to effectively engage both frontline teams and management; proficient in basic data analysis using tools like Excel or BI tools.
• Bonus: Experience specifically within BPO, contact centers, or e-commerce environments is a significant advantage; English as a working language is preferred.