Content, Training & Quality Manager – Vendor & Merchant Operations

📋 Description

• Build and maintain process documentation, SOPs, and knowledge-base articles behind Merchant
• Organise, facilitate, design and/or deliver onboarding and upskilling programmes for internal
• Work across operations team leaders and process owners to understand how each process actually
• Establish our quality assurance approach from the ground up, together with the Operations team —
• Proactively identify where unclear process, content, or training is driving errors, rework, or long

🎯 Requirements

• 3–5 years in operations, learning & development, process enablement, or customer support —
• Demonstrated experience creating operational content (SOPs, process documentation, knowledge-base
• Comfort working with quality and performance data to spot where processes are breaking down and
• Ability to work independently in an ambiguous environment, set your own starting point, and drive
• Natural simplifier who'd rather write three clear pages than fifteen thorough ones, and adapts how
• Bonus: Experience with BPO or outsourced operations teams, or setting up a quality assurance

🎁 Benefits

• A blank page, not a maintenance job: A global quality assurance framework doesn't exist yet —
• Genuine global scope at IC level: Your work reaches internal Operations teams and external delivery
• Measurable impact: You'll see handling times, error rates, and agent confidence move as a direct
• Real autonomy: You set the roadmap and decide where to start; no one looking over your shoulder.
• Career growth in a fast-moving sector: A dynamic environment at the centre of delivery and
• Salary package and benefits, plus discounts on Wolt orders.