Training & Quality Analyst
With millions of parcels delivered each year, we pride ourselves with reliable and cost-effective service.
Established in 2000 in Melbourne, Australia, DAI Post is an Australian-owned company that has been focused on getting parcels safely to you for over 20 years. We specialize in ecommerce, wholesale international inbound parcel delivery in Australia, New Zealand and Singapore.
As a forward-thinking global logistics company with a strong emphasis on innovation, technology, and operational excellence, we are on the hunt for a Training & Quality Analyst with two to three years of experience who is willing to work onsite in our CEBU City IT Park location.
This is an exciting opportunity to be part of a high-performing team, offering exposure across multiple functions and the opportunity to work with partners in Australia, the United States and United Kingdom.
Purpose
The Training & Quality Analyst (TQA) is responsible for ensuring high service quality, capability development, and process adherence within the Customer Service function. The role supports frontline Customer Service teams by monitoring performance quality, delivering effective training, and maintaining consistent service standards across all customer interaction channels.
The TQA partners closely with Customer Service leadership to identify performance gaps, strengthen customer handling capability, and drive continuous improvement initiatives that enhance overall customer experience.
Areas of Accountability
Quality Assurance & Performance Monitoring- Conduct quality audits of Customer Service interactions, including calls, chats, emails, and cases.
- Apply standard quality monitoring frameworks to assess accuracy, compliance, customer handling, and professionalism.
- Facilitate calibration sessions with stakeholders to ensure alignment on quality standards and scoring.
- Analyse audit results to identify behavioural, knowledge, and process trends.
- Provide insights, reporting, and SMART action plans to improve service quality.
- Track post-coaching and post-training quality improvements and escalate recurring issues.
- Facilitate Customer Service new hire training and onboarding programs.
- Identify ongoing training needs based on quality results, performance data, process updates, and feedback.
- Develop, update, and maintain training materials, job aids, and learning modules.
- Deliver refresher, upskilling, and targeted coaching sessions for Customer Service agents.
- Ensure Customer Service teams are informed of and trained on new processes, policies, and system updates.
- Support Team Leaders and Managers by reinforcing training outcomes in daily operations.
- Create, document, and maintain Customer Service Work Instructions (WI), SOPs, and process documentation.
- Support consistency in Customer Service processes to reduce errors, rework, and customer complaints.
- Assist in change management by updating training and documentation following process changes.
- Identify quality and service gaps and recommend improvement initiatives within Customer Service.
- Apply basic quality and root cause analysis tools to support service improvement.
- Monitor customer service and contact centre best practices relevant to after-sales support.
- Provide recommendations to improve training effectiveness and quality monitoring approaches.
- Provide support during critical periods that impact Customer Service performance or customer satisfaction.
- Assist as a temporary backup resource when required to support service continuity.
- Support audits, reviews, and internal compliance activities related to Customer Service.
- Act in alignment with DAI Post’s core values and organisational goals.
- Demonstrate accountability, adaptability, and openness to change.
- Ensure adherence to company policies, data security standards, and workplace safety requirements.
- Perform other duties as assigned in support of Customer Service objectives.