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Operations Excellence Specialist

4 weeks ago

Delhi, Delhi, India ELife Transfer Full time

Experience the thrill of a fast-growing start-up headquartered in San Francisco, CA, USA in the heart of Silicon Valley. As a global company with a worldwide customer base, we offer a unique opportunity for professional growth and development.

About Us

We are a reliable ground transportation provider that caters to diverse needs globally. Our mission is to empower high-quality local fleets, driven by a strong corporate culture that values teamwork, partnership, and continuous improvement.

Our Vision: We aim to provide reliable ground transportation services globally, covering all types of vehicles.

Job Title: Quality Evaluator - Customer Service

We seek a meticulous and detail-oriented Quality Evaluator to join our team. In this role, you will monitor, analyze, and improve the quality of customer service and operational processes, ensuring a seamless experience for our premium ground transportation clients.

Main Responsibilities

Service Monitoring & Evaluation: Evaluate customer interactions (calls, emails, and chat) to ensure adherence to quality standards. Audit trip management processes to identify gaps and suggest improvements.

Compliance & Standards: Ensure all communications comply with company policies, service-level agreements (SLAs), and industry regulations. Maintain and enforce a standardized evaluation framework for quality assurance.

Reporting & Analysis: Prepare regular reports summarizing quality metrics, trends, and areas for improvement. Analyze customer feedback to identify recurring issues and recommend corrective actions.

Training & Development: Collaborate with team leaders to provide constructive feedback and coaching for service agents. Identify training needs and support the development of training materials to address quality gaps.

Process Improvement: Partner with the operations and trip management teams to streamline workflows. Develop strategies to enhance the overall customer journey, focusing on delivering premium experiences.

Quality Tools & Systems: Utilize quality monitoring tools to track and measure performance. Keep records of quality evaluations and ensure data accuracy for audits and reviews.

Your Skills & Qualifications: