Get to know the Role:
Quality Monitoring- Daily monitoring of Star Rating and High Cancellation
- Maintain 4.75 Star Rating
- Maintain 10% drivers cancellation
- Coach and Ban drivers with a very high FRAUD score as recommended by regional FRAUD Team
Immediate Actions for P1 and P2 cases
- Reply to all emails with P1 and P2 tagging with 15 minutes
- Suspend, take actions and update email thread
- Issue necessary sanctions to drivers and/or peer re:STU
Re-Training
- Facilitate re-training for Low Star Ratings
- Facilitate re-training for High Cancellation
- Assist Safety Department in Facilitating Safety re-Training
- Coach drivers with Behavioral complaints and those recommended by Regional FRAUD Team
Passenger Cancellation
- Daily monitoring of passenger cancellation
- Daily sending of SMS campaign for high cancelers
- Suspending and Banning of passenger with very high cancellation rate
Passenger Behaviour
- Insuring riders safety by daily scrubbing of behavioural complaints, GAMMA booking remarks and/or social media posts of the passengers
- Calling, suspending and banning of passengers account with inappropriate remarks to our drivers
Drivers Clearance
- Issuing of clearance to drivers without any Legal and/or Financial obligations from there peer
- Serves as a bridge between driver and peer regarding drivers clearance
Driver Quality check while on the road
- Checking of Drivers quality of service while on the road through random live booking
Major Challenges
- Unpredictable behaviour of both Peer and Drivers during coaching, re-training and/or banning discussion
- Walk in driver and peer who need QC assistance
- Possible de-escalation process for immediate CE concern
Key Decision and Dimension
- BAN or Suspend drivers and/or Peer base on STU after coaching or meeting
- BAN Driver/Peer/Fleet for any FRAUD violations
The day-to-day activities:
- Driver monitoring of drivers service quality, such as Star Rating, Cancellation Rate, Fraud Score, etc.
- Driver/Passenger complaint investigation.
- Checking of clearance for drivers transferring to other peer.
- One on one coaching and re-training to drivers with below the standard quality of service.
The must haves:
- Must have an excellent interpersonal skills.
- Intermediate knowledge on MS office.
- Excellent decision making skills.
