KA Quality Control Specialist

Who Are We?

UniUni is a Canadian last-mile e-commerce logistics company and one of the fastest-growing in North America. By integrating advanced technology with efficient delivery solutions, UniUni enables businesses to provide a superior online shopping experience with exceptional reliability and customer satisfaction. Serving a wide range of clients—from emerging e-commerce platforms to established global retailers—UniUni continues to set new standards for speed, quality, and service excellence.

About the Role

The KA Quality Control Specialist is responsible for maintaining and improving the operational quality of key accounts by ensuring smooth communication, precise data monitoring, and effective issue resolution. This role focuses on aligning UniUni’s delivery performance with client expectations, proactively managing service issues, and driving continuous quality improvement through cross-functional collaboration.

Responsibilities

• Maintain daily communication with key clients, monitor their satisfaction with service quality, and promptly resolve operational issues.
• Organize regular client meetings to strengthen relationships and establish efficient communication channels between UniUni’s operations teams and customers.
• Monitor key account performance metrics, including delivery timeliness, pickup and upload rates, tail-end orders, POD accuracy, and customer complaints. Identify root causes and drive corrective actions.
• Review and implement client-specific quality requirements as defined in service contracts, adjusting monitoring and reporting mechanisms to ensure compliance.
• Coordinate client reward and penalty processes, proactively address exceptions, and minimize compensation risks through early intervention.
• Collaborate with internal teams (warehouse, dispatch, customer service, and quality control) to enhance end-to-end service performance and operational efficiency.
• Analyze operational and customer data to identify trends, generate performance insights, and prepare regular quality reports for management and clients.

Qualifications

• Bachelor’s degree or above in Business, Logistics, Supply Chain, Data Analysis, or related fields.
• 1–3 years of experience in key account management, quality control, or logistics operations preferred.
• Strong analytical skills with proficiency in Excel, Google Sheets, Tableau, or Power BI; knowledge of Python is an asset.
• Exceptional communication and coordination abilities in both English and Mandarin.
• Highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.
• A proactive problem solver with a continuous improvement mindset.
• Familiarity with TMS/WMS systems or last-mile delivery processes is a plus.