Senior Driver Operations Associate - Quality Assurance

Lalamove is disrupting the logistics industry by connecting customers and drivers directly through our technology. We offer customers a lightning fast and convenient way to book delivery and moving services whether they are at their home, at work or on the go. People talk about O2O, we live it! Currently, Lalamove is a leading global on-demand delivery platform with millions of delivery partners serving millions of orders everyday. At Lalamove, we strongly believe in the power of community. Millions of drivers and customers use our technology every day to connect with one another and move things that matter. Delivery is what we do best and we ensure it is always fast and simple. This role supports the quality assurance process by reviewing agent outputs such as calls, documentation, and tracker updates to ensure alignment with standard procedures. The role provides feedback to agents, helps maintain QA trackers and dashboards, works closely with QA and Callout teams to raise recurring issues, and assists in preparing basic QA reports for performance monitoring.

What you'll do:

• Conduct regular audits of agent outputs (calls, documentation, tracker updates) to ensure alignment with SOPs and onboarding standards
• Provide timely and constructive feedback to agents and assist in coaching sessions when needed
• Maintain QA dashboards and trackers, ensuring data is complete, accurate, and updated regularly
• Coordinate with the QA and Callout teams to flag recurring issues and recommend process improvements
• Support the supervisor in preparing weekly QA reports and insights for performance evaluation

What we seek:

• Strong analytical skills and attention to detail in reviewing agent tasks and documents
• Excellent communication and interpersonal skills for providing feedback and coaching
• Proactive attitude in identifying and solving operational inefficiencies

What you'll need:

• Professional Qualifications: Background in quality assurance, operations, or BPO is a plus
• Years of Experience: At least 1–2 years in operations, onboarding, QA, or similar roles

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.