About Veho

• Design, develop, and facilitate engaging training programs for new hire onboarding and ongoing development for Live Operations teams.
• Keep SOPs up-to-date and ensure they are optimized for daily usage and training.
• Create effective learning content, including presentations, quick-reference guides, videos, and e-learning modules focused on customer support skills, product knowledge, and operational procedures.
• Continuously assess training effectiveness through surveys, feedback, and performance metrics, making data-driven improvements to the curriculum.
• Partner with Operations leads to identify knowledge gaps and performance trends, developing targeted training interventions to address them.
• Stay updated on the latest L&D methodologies and Veho's evolving processes to ensure training content is always relevant and impactful.

• Develop, maintain, and execute a QA framework and evaluation standards for customer and driver interactions (e.g., calls, chats, emails).
• Provide recommendations on the role of AI in quality assurance
• Conduct regular and random audits of customer interactions to ensure adherence to quality standards, customer experience best practices, and operational policies.
• Provide constructive, actionable feedback to associates, supervisors, and other leaders based on QA evaluations.
• Generate and present regular QA reports to leadership, highlighting team performance, insights, and recommendations for process improvement.

• Must-Have Experience:
  • 2+ years of hands-on experience in a customer support or customer experience role.
  • Proven experience (2+ years) in a Learning & Development, Training, or Teaching capacity, with the ability to create content and facilitate groups.
  • Direct experience with Quality Assurance (QA) processes, including monitoring interactions, calibrating scores, and providing feedback.
  • Demonstrated ability to succeed in a rapidly changing, high-growth environment where priorities shift frequently.
• Skills & Competencies:
  • Exceptional Communication: Possessing superior proficiency in both Spanish and English (C1/C2 level), demonstrating outstanding verbal and written communication capabilities.
  • Analytical & Data-Driven: Ability to interpret performance data, QA scores, and feedback to identify needs and measure success.
  • Proactive & Agile: A self-starter who can operate independently, manage multiple priorities, and adapt quickly to new information and processes.
  • Collaborative Partner: Builds strong relationships with operations managers, supervisors, and associates to foster a culture of continuous improvement.
  • Tech-Savvy: Proficiency with Google Workspace, and experience with LMS, QA software, AI tools, or helpdesk platforms (e.g., Zendesk, Kustomer, etc.) is a plus.
  • Previous experience or strong familiarity with Logistics, Supply Chain, Freight, Warehousing, or Inventory Management processes is highly desirable.

Important Note: