Driver Program Lead – Quality

Driver Program Lead – Quality

Requirements

• 2+ years of leadership experience in operations, quality assurance, customer support, or a similar role in a high-volume environment, such as a call center
• Experience in coaching and performance management within a customer support team
• Proven experience leading coaching sessions and providing actionable feedback to agents to improve their handling of Driver cases
• Ability to mentor and develop agents and junior team members, helping them grow their skills in resolving driver issues
• Proven experience in implementing quality standards, metrics, and procedures to improve customer support performance
• Familiarity with QA tools and methodologies for monitoring agent performance and assessing customer satisfaction
• Strong analytical skills with experience using data to make informed decisions and drive performance improvements
• Proficiency with tools like Excel, Google Sheets, or BI platforms (e.g., Tableau, AI, Power BI) to analyze and report on KPIs
• Experience collaborating with cross-functional teams (Operations, Training, Product) to improve agent performance and service quality
• Excellent verbal and written communication skills to present data insights, quality initiatives, and feedback clearly and persuasively
• Proficiency with call center tools and QA software for monitoring performance and evaluating support metrics
• A passion for providing high-quality support with a customer-first mindset, particularly in the context of driver issues
• Ability to thrive in a fast-paced, ever-evolving environment, especially in managing high-priority or complex driver issues
• Demonstrated track record of driving continuous improvement initiatives and developing innovative solutions to improve agent performance and customer outcomes

Responsibilities

• Oversee a team of QA analysts to monitor, assess, and improve the quality of customer support interactions, ensuring a consistent and high-standard experience for customers
• Assist in creating, updating, and enforcing quality assurance guidelines and metrics tailored to the unique needs of the rideshare industry, ensuring that support agents deliver accurate and timely solutions
• Regularly audit calls, chats, and emails to evaluate agent performance. Provide feedback to agents and supervisors to drive continuous improvement and align with quality goals
• Perform thorough root cause analyses on driver related issues or escalations to identify underlying causes and implement corrective actions. Use insights gained to improve processes and prevent recurrence
• Design and implement customized coaching programs based on data insights and performance trends, ensuring agents are well-prepared to manage complex driver cases and deliver consistent, high-quality support
• Leverage data to provide actionable insights, identify trends, and recommend process improvements that enhance both the agent and customer experience. Improve reporting mechanisms to collect and analyze feedback
• Collaborate with the cross-functional teams to improve internal policies and ensure they are customer centric
• Ensure that agents adhere to company guidelines and compliance document standards when supporting our driver community
• Collaborate with Operations teams to use findings from root cause analyses and performance reviews to refine driver operations, creating action plans to enhance agent effectiveness and improve the overall driver experience
• Create regular reporting cadences to share insights with leadership and cross-functional teams
• Help implement and optimize AI-driven tools to scale quality coverage and improve consistency

Preferred Qualifications

No preferred qualifications provided.