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

Data Monitoring

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.

Discrepancy Verification

Review and validate discrepancies between upstream and downstream package information.

Analyze root causes and collaborate with operations to ensure proper resolution and prevent recurrence.

Exception Handling

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.

Loss & Damage Control

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