As the Senior QA Officer – Driver Service Quality, you will be responsible for ensuring the highest standards of service delivery by drivers on the platform. Your role involves monitoring, evaluating, and improving driver performance through data analysis, feedback, audits, and compliance with service protocols. You will lead initiatives to enhance the driver experience, reduce customer complaints, and support operational excellence across all service in designed reqions.

• Design and implement quality assurance frameworks focused on driver behavior, safety, and customer service.
• Analyze driver performance metrics (e.g., ratings, cancellation rates, on-time arrival) to identify trends and areas for improvement.
• Conduct regular service audits through mystery rides, call reviews, or in-app evaluations.
• Collaborate with Fleet Operations and Customer Support to resolve service quality issues.
• Develop and execute training or coaching initiatives to elevate driver performance.
• Establish and maintain SOPs for quality control processes specific to driver service.
• Lead incident reviews and root cause analysis of critical service failures.
• Track and report quality KPIs to management, recommending continuous improvement measures.
• Participate in driver incentive program design based on quality metrics.
• Ensure compliance with safety and local regulatory requirements affecting driver conduct.

• Bachelor's degree in Business, Operations, Transportation, or related field.
• 3–5+ years of QA or operations experience in the mobility, logistics, or ride-hailing industry.
• Strong analytical skills with experience in data tools (Excel, dashboards).
• Experience with quality monitoring tools and techniques (e.g., audits).
• Excellent communication and stakeholder management skills.
• Passionate about service excellence and user experience.
• Detail-oriented with strong problem-solving skills.