Team Lead - Rider Quality Support
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Key skills for this role
About the Role
Responsible for maintaining rider quality standards through audits, coaching, and data analysis while leading a team and driving operational excellence.
Key Skills for This Role
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 and implement corrective actions
- Monitor, analyze, and report on rider quality KPIs and trends
- Collaborate with Training, Engagement, and Operations teams for coaching and improvement initiatives
- Oversee Rider Quality Support staff assets including uniforms and bike compliance
- Develop dashboards and reports for data driven decision making
- Utilize AI and automation tools to enhance reporting and process efficiency
Requirements
- Experience in quality management or rider support
- Team leadership experience
- Strong analytical skills
Full Job Posting
Overview
- 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.
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.
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