Content, Training & Quality Manager (Merchant Operations)

Company

hirify.global is a technology and delivery company that connects customers with restaurants, grocery stores, and retailers through its app and courier partners, operating in more than 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 programs for internal Operations teams and external BPO agents, including live sessions, workshops, and self-service modules in Cornerstone.
• Work with operations leaders and process owners to define correct processes and drive adoption of updated ways of working.
• Build a quality assurance framework with the Operations team, including evaluation criteria, scoring, and review frequency.
• Use quality reviews, agent feedback, and performance data to identify errors, rework, and long handling times and improve content and training.
• Design reusable CTQ practices for consistent application across 30+ countries and multiple delivery partners 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, and knowledge-base content.
• Experience designing and delivering training for distributed, multicultural teams.
• Comfort using quality and performance data to identify process issues and prioritize improvements.
• Ability to work independently in ambiguous environments and drive changes through adoption.
• Strong communication, simplification, teaching, and stakeholder-management skills.

Nice to have

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

Culture & Benefits

• Opportunity to build a global quality assurance framework and consolidate scattered documentation.
• Global scope across internal Operations teams and external delivery partners in 30+ countries.
• Autonomy to set the roadmap and determine priorities.
• Career growth in the delivery and e-commerce sector.
• Salary package, benefits, and discounts on hirify.global orders.