Team Lead, Rider Quality

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.

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.