About the Role
As a Training & Quality Lead, you will be expected to take full ownership of driving the organization’s training and quality initiatives across a distributed network of hubs and teams. This role goes beyond conventional training and QA—it involves leading the end-to-end rollout, communication, and adoption of processes whenever Pikndel expands to a new city, launches a new lane/module, or implements tech or operational changes.
Your role will be pivotal in ensuring that all teams—on-ground and backend—are aligned, equipped, and performing consistently across all locations.
Key Responsibilities
Training & Enablement
Lead the end-to-end design, rollout, and management of training programs across delivery, warehouse, and support functions.
Ensure timely training and awareness across the network when launching new cities, new lanes, new tech/process modules, or operational SOPs.
Own the communication and knowledge transfer process for any enhancements or changes, ensuring 100% adoption across teams.
Build standardized content: onboarding decks, SOP manuals, training videos, and checklists.
Maintain and manage the Learning Management System (LMS) or a centralized training repository.
Quality & Process Compliance
Regularly audit operational processes to ensure SOP adherence and delivery excellence.
Analyze service metrics, customer feedback, and operational escalations to identify quality gaps and areas of improvement.
Define KPIs and develop actionable quality dashboards and reporting mechanisms.
Partner with Cluster Heads and city ops leads to embed continuous improvement practices and correct non-compliances.
📈 Process Ownership & Change Management
Collaborate with Tech, Ops, HR, and Product teams to understand and translate process/tech changes into field-level execution.
Act as the bridge between HQ and on-ground teams—ensuring clarity, consistency, and speed of adoption.
Set up mechanisms for feedback, queries, and iterative training post-implementation of new changes.
Drive ownership and accountability by assigning training/process leads for each region/module.
Requirements
3–5 years of experience in a Training, Ops Enablement, or Quality Assurance role—preferably in logistics, e-commerce, or similar distributed operations.
Graduate/Postgraduate in any discipline; certifications in L&D, Six Sigma, or Quality Assurance are a plus.
Strong communication, facilitation, and documentation skills.
Proficient in Excel, PowerPoint, and basic data tools. Familiarity with LMS platforms or digital training tools is a plus.
Excellent project management and stakeholder coordination abilities.
Willingness to travel across cities/hubs for training audits and rollouts.
About the Company
Pikndel is a technology driven logistics company offering end-to-end delivery solutions, with a strong focus on on-demand and hyper-local logistics. We empower e-commerce and D2C brands with faster, more efficient deliveries through a network of shared dark stores and tech-enabled platforms. With a pan-India expansion strategy, Pikndel is rapidly scaling to redefine the last-mile delivery experience.