OlaCabs - Quality Manager

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