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.