Merchant Onboarding Analyst

Job Description

• Conduct merchant onboarding and operational training, ensuring merchants are equipped with the necessary knowledge on platform usage, order management, and operational processes.
• Manage the end-to-end training process, including training requests, scheduling, attendance, completion, reschedules, no-shows, and follow-ups.
• Develop and continuously improve training decks, videos, SOPs, and reference materials to support merchant readiness and enable more scalable training.
• Perform QC/QA checks on merchant setup and activation, including store information, location/pin/coordinates, menu setup, images/assets, and other critical onboarding requirements.
• Identify and document QC/QA findings, coordinate necessary corrections with relevant teams, and conduct revalidation to ensure issues are properly resolved.
• Monitor Training and QC/QA performance, SLAs, coverage, and key operational metrics, providing regular progress updates and identifying areas for improvement.
• Analyze recurring issues and operational gaps to recommend and implement corrective actions, process improvements, and preventive measures.
• Drive process improvement, automation, and standardization initiatives to improve efficiency and streamline Merchant Operations workflows.
• Maintain accurate trackers, dashboards, reports, and process documentation to ensure visibility and proper monitoring of OPEX initiatives.
• Collaborate closely with Merchant Onboarding, KAM/BD, and other cross-functional teams to address operational concerns and improve the overall merchant experience.
• Wear multiple hats and support other Merchant Operations workstreams, special projects, and ad hoc requirements based on evolving team and business needs.
  
  

• Bachelor’s degree in Business, Operations Management, or a related field.
• Relevant experience in Merchant Operations, Operations Excellence, Training, QC/QA, Onboarding, or Process Improvement, preferably within e-commerce, food delivery, logistics, or marketplace operations.
• Strong communication, training/facilitation, analytical, problem-solving, and stakeholder management skills.
• Proficient in Microsoft Excel/Google Sheets and comfortable working with trackers, dashboards, reports, and operational data.
• Highly organized and detail-oriented, with the ability to manage multiple workstreams and priorities simultaneously.