KA Quality Control Lead

About UniUni

UniUni is a fast-growing last-mile e-commerce logistics company operating across North America. By combining advanced technology with operational excellence, UniUni delivers reliable, scalable, and customer-centric logistics solutions for a wide range of e-commerce clients. As our Key Account portfolio continues to expand, we are building a stronger quality governance function to ensure service excellence at scale. 

About the role

• The KA Quality Control Lead is responsible for owning end-to-end quality performance and exception management for UniUni’s Key Accounts. This role serves as the single point of accountability for client-facing operational quality, ensuring that delivery performance meets contractual SLAs and client expectations. 
• You will lead quality monitoring frameworks, drive root-cause analysis for exceptions, coordinate cross-functional corrective actions, and proactively reduce customer escalations and compensation risks. This role requires strong operational judgment, data-driven decision-making, and the ability to influence multiple teams without direct authority. 

What you'll do

KA Quality Ownership & Client Interface 

• Act as the primary quality owner for assigned Key Accounts, maintaining close communication with clients on operational quality performance and improvement plans. 

• Lead regular KA quality review meetings with clients and internal stakeholders to review KPIs, exceptions, and corrective actions. 

• Translate client quality requirements and contract SLAs into internal monitoring standards and execution plans. 

Quality Monitoring & KPI Governance 

• Define, monitor, and continuously improve KA-level quality KPIs, including delivery timeliness, pickup & scan compliance, POD accuracy, tail-end exceptions, and customer complaints. 

• Build and maintain quality dashboards and reporting frameworks to ensure transparency and early risk detection. 

• Identify systemic performance gaps and drive data-backed improvement initiatives. 

Compensation, Penalty & Risk Control 

• Review and validate client reward/penalty calculations related to service quality performance. 

• Partner with finance and operations teams to minimize compensation exposure through early intervention and quality improvement. 

• Ensure exception data accuracy to support fair and defensible client settlements. 

Cross-Functional Leadership & Process Improvement 

• Partner closely with operations, warehouse, linehaul, last-mile, customer service, and tech teams to drive quality improvements. 

• Establish and refine standard operating procedures (SOPs) for KA quality control and exception handling. 

• Mentor and guide junior QC or KA support team members, setting standards for quality ownership and execution discipline. 

Qualifications

• Bachelor’s degree or above in Logistics, Supply Chain, Operations Management, Business Analytics, or related fields. 

• 5+ years of experience in logistics operations, quality control, key account management, or exception management, preferably in e-commerce or last-mile delivery. 

• Proven experience owning SLA/KPI performance for large clients or complex operations. 

• Strong analytical capability with proficiency in Excel, BI tools (Tableau / Power BI), and data-driven reporting. 

• Demonstrated ability to lead cross-functional problem-solving and influence stakeholders without direct reporting lines. 

• Excellent communication skills with the ability to explain complex operational issues clearly to both clients and internal teams. 

• Fluent in both Mandarin and English (spoken and written). 

• Experience with TMS/WMS systems and logistics performance metrics strongly preferred.