The Team Lead, Rider Quality is responsible for maintaining and elevating rider quality standards across the UAE through field audits, performance insights, coaching, and continuous improvement initiatives. This role plays a key part in ensuring riders consistently meet the company’s standards for safety, professionalism, compliance, and customer experience while leveraging data, technology, and AI-powered tools to drive operational excellence.
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Responsibilities
- Lead and manage Rider Quality Support staff to uphold rider quality standards across the UAE.
- Conduct field audits to assess rider appearance, behavior, safety, hygiene, and equipment compliance.
- Investigate quality-related issues, identify root causes, and partner with Operations teams to implement corrective actions.
- Monitor, analyze, and report on rider quality KPIs, trends, and recurring defects to drive continuous improvement.
- Maintain audit records, evidence logs, and ensure timely resolution of quality cases within agreed SLAs.
- Collaborate with Training, Engagement, and Operations teams to deliver targeted coaching and quality improvement initiatives.
- Oversee Rider Quality Support staff’s assets, including uniforms, rider gear, and bike compliance standards.
- Develop dashboards, reports, and actionable insights to support data-driven decision-making.
- Utilize AI and automation tools to enhance reporting, communications, quality monitoring, and process efficiency.
- Champion initiatives that improve rider experience, customer satisfaction, and overall operational performance.
Qualifications
- Experience in logistics, quality assurance, rider operations, or field operations.
- Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
- Experience conducting audits, investigations, and performance improvement initiatives.
- Proficiency in Looker, Google Sheets/Excel, and reporting tools.
- Familiarity with AI-powered productivity tools and automation platforms is highly desirable.
- Strong communication, stakeholder management, and coaching skills.
- Ability to thrive in a fast-paced environment and manage multiple priorities effectively.
- English is required; Arabic, Urdu, or Hindi is an advantage.
