Quality Coach | London Cab

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.

Benefits

• Competitive salary
• Health insurance coverage
• Training and professional development opportunities
• Career growth and internal promotion paths
• Supportive and collaborative work environment
• Employee recognition programs and rewards
• Transportation allowance