Content, Training & Quality Manager (Vendor & Merchant Operations)

Company

A technology and delivery marketplace connecting customers with restaurants, grocery stores, retailers, and courier partners across 30+ countries.

What you will do

• Build and maintain process documentation, SOPs, and knowledge-base articles for merchant operations workflows.
• Design, organize, and deliver onboarding and upskilling programmes for internal operations teams and external BPO agents.
• Work with operations leaders and process owners to define correct processes and drive adoption of updated ways of working.
• Establish a quality assurance framework, including review criteria, scoring, and review frequency.
• Use quality reviews, agent feedback, and performance data to reduce errors, rework, and handling times.
• Design reusable content, training, and quality processes that can scale across 30+ countries while allowing for local differences.

Requirements

• 3–5 years of experience in operations, learning and development, process enablement, or customer support.
• Experience creating SOPs, process documentation, knowledge-base articles, and training for distributed, multicultural teams.
• Comfort using quality and performance data to identify process issues and prioritize improvements.
• Ability to work independently in an ambiguous environment and drive changes through adoption.
• Strong ability to simplify complex information, adapt teaching approaches, and build trust with operational stakeholders.
• Experience in a marketplace, e-commerce, delivery, or other fast-paced operational environment is preferred.

Nice to have

• Formal instructional design or adult learning knowledge.
• Experience working with BPO or outsourced operations teams.
• Experience setting up a quality assurance framework from scratch.

Culture & Benefits

• Global individual-contributor scope across internal teams and external delivery partners in 30+ countries.
• Autonomy to set the roadmap and decide where to begin.
• Opportunity to build a quality assurance function and consolidate scattered documentation.
• Direct visibility into changes in handling times, error rates, and agent confidence.
• Salary package, benefits, and discounts on orders.
• Career growth in a fast-moving delivery and e-commerce environment.