Quality Assurance Specialist

7 days ago

Philippines Muvr Full time ₱1,200,000 - ₱2,400,000 per year
About Us

Muvr is an AI-powered logistics and marketplace platform connecting customers, providers, and business partners for on-demand moving, delivery, and junk removal services.
Our mission: to make real-world movement faster, smarter, and more reliable — powered by technology and human excellence.

The Community Operations team ensures every customer, provider, and partner experience is seamless, fair, and consistent.

Job Summary

We're seeking a Quality Assurance (QA) Specialist with experience in logistics, delivery, trucking, or transportation operations to ensure service, compliance, and communication excellence across all customer and driver touchpoints.
You will review end-to-end operational workflows — from quote generation and order booking to driver dispatch and delivery completion — ensuring a seamless, policy-aligned, and reliable experience for both customers and field teams.

Key Responsibilities
  • Audit customer and driver interactions (chat, email, phone, in-app) for tone, accuracy, and adherence to company policies and operational standards.
  • Review quote and booking processes to verify pricing accuracy, transparency, and consistency with defined service levels.
  • Audit order management cases — including booking confirmations, dispatch assignments, cancellations, and delivery updates — for procedural accuracy and fairness.
  • Evaluate communication quality and service consistency across logistics coordination, scheduling, and delivery support workflows.
  • Identify operational trends, root causes, and improvement opportunities in fulfillment, dispatch accuracy, and service reliability.
  • Deliver structured QA feedback and coaching to support agents, driver support teams, and logistics coordinators.
  • Collaborate with Central Operations, Enablement, and Workforce Management (WFM) to refine training content, macros, and SOPs using QA insights.
  • Ensure compliance with GDPR, CCPA, PCI, and company data-protection policies.
  • Participate in QA calibration sessions to maintain consistency in scoring and evaluation standards.
  • Produce QA and trend reports highlighting performance insights, process gaps, and improvement recommendations to strengthen overall logistics operations.
Qualifications

Required:

  • Minimum 2 years of experience in QA, audit, or quality control within logistics, delivery, transportation, or trucking operations (e.g., FedEx, Amazon, Uber Freight, Grab, DoorDash, or similar).
  • Strong understanding of order management workflows — quoting, booking, dispatch, fulfillment, and delivery verification.
  • Proven ability to analyze data, detect process gaps, and translate findings into actionable operational improvements.
  • Excellent written and verbal communication skills with a professional, objective, and coaching-focused approach.
  • Proficiency with QA or CRM/ticketing tools (Zendesk QA, MaestroQA, Playvox, Salesforce Service Cloud).
  • Detail-oriented mindset with a strong sense of fairness and consistency in evaluations.

Preferred:

  • Experience in logistics automation, last-mile delivery, or fleet/driver management systems.
  • Knowledge of compliance and data privacy frameworks (GDPR, CCPA, PCI).
  • Bachelor's degree in Business, Logistics, Operations, or Communications.
Why Join Muvr

You'll be part of a high-performing team that values excellence, trust, and innovation.
At Muvr, QA is not just about checking boxes — it's about building systems that ensure fairness and quality across every customer, provider, and partner experience.

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