美团Training and Quality Inspection
任职要求
1. At least 3 years’ experience in quality control or training.
Hands-on experience in quality assessment, strategy development, process optimization, and continuous improvement, with an excellent grasp of quality assurance theories and common QA methodologies.
2. Logical thinker with strong data analysis and process monitoring skills; able to design and i…工作职责
1.Training System Development: Design and improve the team’s training framework and manuals based on business needs and team growth. Organize onboarding and ongoing training programs to continuously strengthen team expertise and service standards. 2.Quality Control Strategy & Implementation: Lead the establishment of quality standards and comprehensive quality assurance systems for the team (including sample checks, full checks, and process reviews). Conduct regular quality audits and assessments, drive issue rectification, and set up preventive and improvement measures targeting common errors. 3.Process Monitoring & Closed-Loop Management: Monitor key business processes such as merchant data upload, verification, and onboarding in real time. Use systematic indicators, sampling inspections, and automated tools to ensure rigorous quality monitoring. Analyze anomalies and issues with a data-driven approach, execute corrective actions, and follow up to guarantee the accuracy and integrity of team outputs. 4.Data Analysis & Continuous Optimization: Evaluate operational data as well as training and quality control feedback on a regular basis. Propose and implement improvements to enhance team efficiency and service quality. 5.Cross-Functional Collaboration: Work closely with Operations, Compliance, Product, and Sales teams to optimize processes and information flow, facilitating smooth merchant onboarding and ongoing success.
As the Quality & Training Manager, you will oversee both the quality assurance framework and the training & development ecosystem for Keeta's offshore customer service operations. You will drive service excellence, continuously elevate team capabilities, and champion a multicultural, multilingual customer experience standard. 【Quality Management】 Systematically monitor and evaluate agent interactions across email, chat, and voice channels against established quality standards and KPIs Identify quality risks and failures, design corrective and preventive action plans, and communicate findings to the team and management Conduct root cause analysis on errors and complaints, and collaborate with cross-functional teams to implement systemic improvements Analyze DSAT and complaint data to identify trends and drive process optimization Lead calibration sessions to ensure consistent quality standards across all teams 【Training & Development】 Design and develop comprehensive training materials, course agendas, facilitator guides, and interactive content tailored to GCC market customer service operations Lead end-to-end training needs analysis, drawing insights from performance data, audits, and agent feedback to identify skill and knowledge gaps Deliver onboarding, upskilling, process update, and product knowledge training sessions to new hires and existing staff Adapt delivery style and content for diverse multilingual and multicultural audiences to maximize comprehension and engagement Establish and manage the training certification process, ensuring only certified agents go live 【Team Leadership & Collaboration】 Lead the Quality & Training team, setting work plans, assigning tasks, and coaching team members' growth Collaborate closely with BPO training teams to monitor and ensure training quality and consistency across all sites Identify operational pain points through floor walks, call listening, and coaching activities; develop targeted training solutions Regularly report to management on quality metrics, training effectiveness, agent performance trends, and CSAT scores Champion a culture of quality, accountability, and continuous improvement within the customer service function
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我们正在寻找优秀的研究科学家和工程师，共同推进下一代 LLM 与 Multimodal Agent 系统 的关键技术研发。 该岗位聚焦于大模型后训练（Post-training）与Agent能力训练的前沿研究，致力于让基础模型具备 DeepResearch、Tool Use、Coding 以及复杂多步骤推理（long-horizon reasoning） 等能力。你将与一流的研究人员和工程团队合作，探索并实现包括 Agentic SFT、Agentic CPT、Reasoning RL、Agentic RL、RLHF 在内的新一代后训练方法，推动 AI 系统在复杂真实任务中的能力边界。 1、研究并开发 LLM 与 Multimodal 模型的 Post-training 方法，重点提升 Agent 能力与复杂推理能力； 2、设计与实现 Agentic SFT、Agentic CPT、Reasoning RL、Agentic RL等训练方法； 3、构建大规模 Agent training data，涵盖 DeepResearch、Tool Use、Coding等复杂任务； 4、设计并实现 Agent evaluation framework，评估模型在复杂任务执行与工具使用场景中的能力； 5、与模型训练、数据工程和系统团队协作，将研究成果应用到 真实 AI 系统与产品场景中； 6、推动前沿研究成果，通过技术分享、开源项目或学术论文等方式贡献于 AI 社区。
我们正在寻找优秀的研究科学家和工程师，共同推进下一代 LLM 与 Multimodal Agent 系统 的关键技术研发。 该岗位聚焦于大模型后训练（Post-training）与Agent能力训练的前沿研究，致力于让基础模型具备 DeepResearch、Tool Use、Coding 以及复杂多步骤推理（long-horizon reasoning） 等能力。你将与一流的研究人员和工程团队合作，探索并实现包括 Agentic SFT、Agentic CPT、Reasoning RL、Agentic RL、RLHF 在内的新一代后训练方法，推动 AI 系统在复杂真实任务中的能力边界。 1、研究并开发 LLM 与 Multimodal 模型的 Post-training 方法，重点提升 Agent 能力与复杂推理能力； 2、设计与实现 Agentic SFT、Agentic CPT、Reasoning RL、Agentic RL等训练方法； 3、构建大规模 Agent training data，涵盖 DeepResearch、Tool Use、Coding等复杂任务； 4、设计并实现 Agent evaluation framework，评估模型在复杂任务执行与工具使用场景中的能力； 5、与模型训练、数据工程和系统团队协作，将研究成果应用到 真实 AI 系统与产品场景 中； 6、推动前沿研究成果，通过技术分享、开源项目或学术论文等方式贡献于 AI 社区。