Content, Training & Quality Manager – Vendor & Merchant Operations
Core
Build and maintain process documentation, SOPs, and knowledge-base articles for merchant operations workflows; design and deliver training for internal teams and external BPO agents; establish a global quality assurance framework.
Role type
Manager, Content, Training & Quality (CTQ)
Builds
Merchant Operations support processes, training programs, and quality assurance frameworks
Domain
Marketplace / Delivery / E-commerce
Required skills
Instructional design, SOP creation, stakeholder management, quality framework design, data analysis, process improvement
Preferred skills
BPO/outsourced operations experience, adult learning knowledge, quality assurance setup
Technologies
Cornerstone
Responsibilities
Consolidate and maintain operational documentation; design and deliver onboarding and upskilling programs; influence process owners to align on correct workflows; define quality checks and scoring metrics; identify process gaps using performance data to drive improvements
Seniority
Manager, hands-on IC