Rider Quality Assistant Manager

Job description

Purpose To maintain and enhance rider support standards, compliance, and performance quality across the rider support and ensure agents meet operational KPIs, and rider experience expectations.

KEY ACCOUNTABILITIES

AND ACTIVITIES Quality Assurance Lead and supervise the quality assurance activities within the team. Monitor and evaluate agents' performance on the program level for voice and non-voice transactions using a quality monitoring system. Assess script adherence, data accuracy, process consistency, and product knowledge. Analyze failures and potential failures, and develop action plans and preventive measures. Communicate results and findings to management and stakeholders.

Ensure compliance with monitoring sample sizes for all team members. Verify and ensure adherence to sample size requirements for new agents. Generate and deliver regular business intelligence & quality assurance reports. Review and analyze quality variations from metrics and identify problem areas. Collaborate with internal stakeholders to address quality-related issues and improve processes. Conduct calibration sessions with monitors and clients to ensure consistency in quality assessments.

Process Improvement Identify opportunities for process improvement and efficiency enhancement. Collaborate with cross-functional teams to implement process changes and best practices. Provide recommendations for training needs based on quality evaluations. Continuously review and update quality monitoring guidelines and score sheets. Team Management Provide guidance and support to the QA team members. Conduct regular coaching and feedback sessions to improve performance.

Develop and deliver training sessions to enhance agents' quality performance. Foster a positive and collaborative work environment within the QA team. Conduct regular team meetings to discuss quality updates and address concerns. Governance and Resilience Follow all relevant policies, procedures, and processes for the daily work to be carried out in a controlled and consistent manner. Contribute to the identification of opportunities for continuous improvement of processes and practices to enhance effectiveness.

Uphold a high-performance working environment and promote HS’s Values.

Qualifications

Knowledge and Experience 4–6 years of experience in operations, fleet management, logistics, or quality control. Strong analytical and reporting skills KPI monitoring and performance management Strong communication skills Education and Certifications Bachelor’s degree in Business Administration or a relevant field is required.