KA Quality Control Assistant (Exception Management Focus)

About UniUni

UniUni is a Canadian last-mile e-commerce logistics company and one of the fastest-growing companies in North America. By integrating advanced technology with efficient delivery solutions, UniUni enables businesses to elevate their e-commerce experience through exceptional efficiency and customer satisfaction. Serving a diverse range of clients—from emerging platforms to major global retailers—UniUni continues to set industry standards with a customer-centric approach to logistics.

About the role

• The KA Quality Control Assistant (Exception Management) plays a critical role in supporting key accounts by monitoring operational quality, identifying issues ahead of client escalation, and coordinating cross-functional solutions. This role focuses on real-time exception management—including data validation, discrepancy checks, loss & damage escalation, and POD-related investigations—to ensure a seamless delivery experience for major clients.

Acting as the bridge between key clients and operations, you will maintain daily communication, drive root-cause analysis, and enforce quality control standards that directly influence client satisfaction and compensation outcomes.

What you'll do

Client Communication & Account Support

• Maintain daily communication with key account clients, monitor service satisfaction levels, and promptly resolve operational issues.
• Organize regular client meetings to enhance communication efficiency and strengthen collaboration between operations and clients.

Quality Monitoring & Data Control

• Monitor key client delivery performance indicators, including delivery timeliness, pickup and upload status, tail-end orders, POD accuracy, and customer complaints.
• Perform real-time batch-based quality monitoring to ensure packages are processed accurately according to SLA requirements.

Exception Management

1. Data Monitoring
2. • Track exception data by batch and process real-time quality checks to ensure packages meet operational standards.
   • Identify data anomalies and provide timely escalation to prevent downstream operational failures.
3. Discrepancy Verification
4. • Review and validate discrepancies between upstream and downstream package information.
   • Analyze root causes and collaborate with operations to ensure proper resolution and prevent recurrence.
5. Exception Handling
6. • Manage unscanned, delayed, or misrouted packages, analyze causes, and follow up on corrective actions.
   • Coordinate with stations, dispatch, and customer service teams to ensure timely resolution of all exceptions and prevent client escalations.
7. Loss & Damage Control
8. • Conduct on-site or system-level investigation of missing, broken, or damaged packages.
   • Drive root-cause analysis, track corrective measures, and ensure accurate compensation handling.

Contract Quality Requirements & Compliance

• Review client-specific operational quality terms and adjust monitoring scopes and reporting metrics based on contractual requirements.

Reward & Penalty Management

• Support the client reward/penalty process by validating exception data, identifying preventable risks, and reducing potential compensation costs through early intervention.

Qualifications

• Bachelor’s degree in Logistics, Supply Chain, Business, Data Analysis, or a related field.
• Experience in logistics operations, quality control, or exception management preferred.
• Proficiency in Excel, Google Sheets, and data tools; experience with Tableau or Power BI is an asset.
• Knowledge of Python or other data-processing languages is a plus.
• Strong analytical skills with exceptional attention to data accuracy and detail.
• Excellent time management, multitasking, and prioritization abilities.
• Effective communication skills in both English and Mandarin.

Ability to work in a fast-paced environment and coordinate across multiple teams