About the job
The Assistant Manager of Rider Quality is responsible for upholding and improving the standards of rider support, ensuring compliance, and optimizing performance across our rider support team. This role is crucial in meeting operational KPIs and enhancing the overall rider experience.
Key Responsibilities
Quality Assurance Management
- Lead and oversee the quality assurance initiatives within the team.
- Evaluate and monitor agents’ performance for both voice and non-voice transactions using a robust quality monitoring system.
- Examine script adherence, data accuracy, process consistency, and product knowledge.
- Identify and analyze performance failures, creating action plans and preventive measures.
- Communicate findings and results effectively to management and stakeholders.
- Ensure compliance with established monitoring sample sizes for all team members.
- Verify adherence to sample size requirements for newly onboarded agents.
- Prepare and present regular business intelligence and quality assurance reports.
- Investigate quality variations from metrics and pinpoint areas requiring improvement.
- Collaborate with internal stakeholders to resolve quality-related challenges and enhance processes.
- Conduct calibration sessions with monitors and clients to maintain consistency in quality evaluations.
Process Optimization
- Identify and recommend opportunities for process improvements and efficiency enhancements.
- Work alongside cross-functional teams to implement process changes and best practices.
- Provide insights for training needs based on quality assessments.
- Continuously review and update quality monitoring guidelines and scoring systems.
Team Leadership
- Offer guidance and support to QA team members.
- Hold coaching and feedback sessions to bolster performance.
- Develop and conduct training sessions aimed at improving agents' quality performance.
- Encourage a positive and cooperative team environment.
- Organize regular team meetings to share quality updates and address any concerns.
Governance and Sustainability
- Adhere to all relevant policies, procedures, and processes to ensure consistent and controlled operations.
- Contribute to identifying continuous improvement opportunities to enhance effectiveness.
- Promote a high-performance work environment aligned with company values.
