Sr. Coordinator, Live Operations Training

Role Overview: We are seeking a versatile and experienced training and QA specialist to join our fast-paced Live Operations team. This unique hybrid role is central to elevating the performance of our customer and driver support operations. You will be responsible for designing and in some cases, delivering effective training programs while simultaneously managing the Quality Assurance (QA) framework to ensure service excellence. The ideal candidate has experience in the customer support space, thrives in a dynamic environment, and is passionate about developing people and processes to drive best-in-class customer experiences.
Key Responsibilities: Learning & Development: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. Quality Assurance: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 assuranceConduct 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.
What We're Looking For: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: This opportunity is based in Bogotá, Colombia, and offers the chance to partner with Veho as we expand globally. This engagement will begin under a contractor arrangement. We are, however, deeply committed to building a strong partnership and providing meaningful, engaging work opportunities for talented individuals who want to grow with Veho.

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