Quality Assurance: Regularly ensure all service points adhere to company standards for appearance, branding, and service quality.
Partner & Seller Engagement: Conduct regular survey calls with sellers and partners to gather feedback and identify opportunities for operational improvements.
Partner Onboarding: Manage the end-to-end onboarding process for new partners, including system setup, training, materials distribution, and technical troubleshooting, to ensure a successful and smooth go-live.
Issue Resolution: Act as the primary point of contact for service point-related issues; validate and investigate seller complaints and work to find effective and timely resolutions.
Operational Monitoring: Remotely monitor daily front-shop operations, staff behavior, and service levels via CCTV to ensure compliance with company policies and identify any potential service disruptions.
Requirements
Proven experience in an operations, quality assurance, or partner management role.
Excellent communication and interpersonal skills, with the ability to build strong relationships with partners and sellers.
Strong problem-solving skills and the ability to handle complaints and resolve conflicts effectively.
Proactive and self-motivated with a keen eye for detail.
Experience with system troubleshooting and providing technical support is a plus
