Job Purpose :

Job Location - Bangalore

The role's purpose is to ensure high quality of supply in the city through establishment of quality processes, periodic audits measurement of metrics

Result Areas :

Principal Accountabilities Supporting Actions

Customer Experience :

- Building processes and metrics for quality control

- Work closely with CM to build quality audit guidelines and develop quality measurement metrics [For all processes including Prime related]

- Constantly review and modify audit guidelines and parameters

- Plan and implement Quality Audit calendar and report feedback on Quality ratings and metrics

- Analyse Quality Audit ratings and metrics to build plans with SM to improve quality

- Conduct periodic audits of the internal processes at the city level, identify gaps and work with Central Process Excellence team to refine processes

- Custodian of all SOPs and process related documents and regular updation of the same

- Ensure high quality of supply through audit and action plans

- Define audit schedule for cabs and partners and conduct audits as per defined process

- Analyse Ride ratings [Share+Prime], customer feedback and escalations to understand issues and build cross functional solutions to eliminate those

- Identify gaps in quality assurance processes and implement changes

- Train the training team and sourcing team on quality processes and ways to improve quality

- Ensure appropriate and quick resolutions to customer escalations

Partner Experience :

- Ensure good driver experience through smooth and transparent process. Ensure clear and open communication to partners regarding quality test failure etc.

- Gather and analyse feedback with driver partners on ease and fairness of city processes and refine processes accordingly

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.