Job Purpose Monitor, evaluate, and improve the performance of the operations team to ensure adherence to SOPs, optimize efficiency, and maintain high service quality.
Responsibilities:Audit daily operations, including ride assignments, driver movements, and resource utilization. Ensure compliance with SOPs, SLAs, and internal standards. Identify gaps or deviations in workflows that could impact service or efficiency. Analyze decision-making patterns to align with company protocols and customer satisfaction. Prepare quality reports highlighting errors, trends, and improvement areas. Collaborate with team leaders and training teams to address performance gaps. Participate in calibration sessions and process improvement discussions. Recommend corrective actions or process enhancements based on findings. Escalate critical violations or high-risk behaviors for immediate action.
Requirements:Bachelor’s degree in business, Operations Management, or a related field.3+ years in QA, operations audit, or similar roles (logistics, ride-hailing, or dispatch preferred). Strong understanding of operational workflows and resource management. High attention to detail and analytical skills. Proficient in operations platforms, dispatching tools, or system dashboards. Excellent written and verbal communication skills. Ability to work independently with professionalism and confidentiality. Preferred Skills Experience in transportation, logistics, or ride-hailing platforms. Knowledge of QA methodologies and process audits. Familiarity with COPC or ISO standards. Experience with Excel, Google Sheets, or BI tools for reporting.