Training & Quality Executive

About the Role
The Partner Onboarding team at the company is looking for a proactive and detail-oriented Training & Quality Executive. In this hybrid role, you will bridge the gap between quality assurance and partner capability building. Rather than treating training and quality as separate functions, you will own the end-to-end loop, using insights from quality audits to immediately improve onboarding programs, refine training materials, and elevate overall partner performance on the app. Additionally, you will work closely with restaurant partners to optimize their menu, offer, and campaign listings while resolving customer escalations to ensure a high-quality experience for both partners and customers.

What You’ll Do

• Training & Capability Building:

  • Plan and deliver onboarding programs for new partners, as well as regular refresher training sessions for existing partners.
  • Develop, update, and maintain Standard Operating Procedures (SOPs), training decks, and job aids to reflect process and policy changes.
  • Evaluate training effectiveness and learning retention through post-training assessments and practical evaluations.

• Quality Assurance & Auditing:

  • Conduct regular quality checks on partner catalog data, including menu details, pricing, visuals, and promotional campaigns.
  • Score catalog performance and provide structured, actionable feedback using defined quality scorecards.
  • Identify root causes, recurring errors, and process bottlenecks to proactively address issues before they impact operational performance.
  • Track and report key quality metrics and trends on a regular cadence to internal stakeholders.

• Closed-Loop Process Optimization:

  • Analyze audit insights to immediately update and redesign training content, eliminating the gap between issue identification and training remediation.
  • Own end-to-end performance improvement for partner operations by continuously aligning quality benchmarks with training initiatives.

• Partner & Customer Operations:

  • Follow up with partners to gather updated menus, imagery, special offers, and campaign materials, ensuring accurate representation on the app.
  • Manage customer escalations in collaboration with partners to achieve prompt resolutions and maintain high customer satisfaction standards.

What You’ll Need

• Strong background in training delivery, quality assurance, or partner management, preferably within quick-commerce, food delivery, or e-commerce platforms.
• Excellent communication and presentation skills, with the ability to convey complex processes clearly to diverse audiences.
• Strong analytical and problem-solving abilities to spot operational trends, perform root cause analysis, and measure training/quality impact.
• Ability to design engaging training materials, SOPs, and user-friendly job aids.
• Experience in customer success, partner success, or escalations management with a strong customer-first mindset.
• High attention to detail and proficiency in tracking metrics and working with evaluation scorecards.

What We’ll Provide You
We offer colleagues the opportunity to drive impact in the region while they learn and grow. As a full time colleague at the company, you will be able to:

• Work and learn from great minds by joining a community of inspiring colleagues.
• Put your passion to work in a purposeful organisation dedicated to creating impact in a region with a lot of untapped potential.
• Explore new opportunities to learn and grow every day.
• Work 4 days a week in office & 1 day from home, and remotely from any country in the world for 30 days a year with unlimited vacation days per year. (If you are in an individual contributor role in tech, you will have 2 office days a week and 3 to work from home.)
• Access to healthcare benefits and fitness reimbursements for health activities including gym, health club, and training classes.