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Job Description
Job Description
Purpose
To maintain and enhance rider support standards, compliance, and performance quality across the rider support and ensure agents meet operational KPIs, and rider experience expectations.
KEY ACCOUNTABILITIES AND ACTIVITIES
Quality Assurance
Lead and supervise the quality assurance activities within the team.
Monitor and evaluate agents' performance on the program level for voice and non-voice transactions using a quality monitoring system.
Assess script adherence, data accuracy, process consistency, and product knowledge.
Analyze failures and potential failures, and develop action plans and preventive measures.
Communicate results and findings to management and stakeholders.
Ensure compliance with monitoring sample sizes for all team members.
Verify and ensure adherence to sample size requirements for ne...