This position is to lead the quality assurance function for our Driver Service & Contact Center. You will play a crucial role in ensuring a high-quality support experience for our driver partners & contact center team by managing QA frameworks, driving compliance, and enhancing service delivery through insights and performance monitoring.

Quality Strategy & Execution

• Develop and implement QA frameworks, policies, and procedures tailored to driver and contact center operations.
• Define performance metrics, KPIs and quality standards for both live and digital interactions.
• Regularly review and refine QA scorecards and audit criteria.

Monitoring & Evaluation

• Perform regular audits and deep dives on service cases, focusing on areas like onboarding, driver engagement, issue resolution, and compliance, and contact center’s calls, chats, and tickets.
• Analyze call/chat recordings and driver service logs from user rating & feedback to assess agent/driver support performance.
• Identify recurring issues and work cross-functionally to resolve root causes.

Team Leadership

• Lead and manage a team of QA analysts and/or specialists.
• Coach and mentor team members to improve auditing accuracy, insight generation, and collaboration with operations.

Training & Development

• Partner with training teams to design and execute upskilling programs based on QA insights.
• Provide regular feedback and coaching to agents’ team leads/Manager and Fleet Manager.
• Facilitate calibration sessions to ensure alignment in quality standards.

 Continuous Improvement

• Generate actionable insights and reports on quality trends, KPIs, and QA audit scores.
• Provide feedback to operations team, training, and process design.
• Collaborate with training to close quality gaps and upskill support teams.
• Identify trends, service gaps, and opportunities to improve CX and operational efficiency.
• Recommend system and process enhancements for better driver and customer experience.
• Develop process, procedure and requirement to monitor and audit service quality of driver and contact center.

Stakeholder Collaboration

• Work closely with Branches Manager, Frontline Operations, Tech, Product, and CX teams to ensure service alignment.
• Support incident analysis and escalation handling involving service quality lapses.

Reporting & Insights

• Generate weekly/monthly QA reports for line manager with root cause analysis and improvement recommendations.
• Track QA score trends and create dashboards or visual tools for performance transparency.

• Bachelor’s degree in Business, Operations, or a related field; an advanced degree is a plus.
•  5+ years of experience in QA management in a customer service or ride-hailing/logistics environment.
• Proven track record in managing quality for contact centers and/or driver services.
• Strong analytical and problem-solving skills.
• Experience with QA tools.
• Excellent interpersonal and communication abilities.
• Leadership skills with a hands-on, collaborative mindset.
• Knowledge of regulatory compliance and data privacy in service operations.
• Experience in ride-hailing, mobility, or on-demand service platforms.
• Familiarity with regional languages and driver personas.
• Certification in Quality Management.