Conduct quality assessments of customer interactions (calls, chats, social media)
Evaluate agent performance vs quality standards, KPIs, and compliance
Review ride disputes, cancellations, safety incidents, and escalations
Monitor adherence to scripts, processes, and policies
Calibrate scoring with team leads to ensure consistency
Analyze quality metrics to spot patterns in agent performance

🎯 Requirements

Minimum 2 years in QA within a contact center
Mobility/ride-sharing/transport/on-demand exp preferred
Background in customer service ops or agent coaching
Strong analytical skills with ability to translate data into insights
Excellent written and verbal communication
A collaborative approach with constructive feedback

🎁 Benefits

Diversity development programs, coaching partnerships, and on-the-job training
Family-friendly policies, well-being, and flexibility

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