Senior Head of Service Quality
inDrive
Quality Assurance
Limassol, Cyprus
Posted on Apr 28, 2025
Senior Head of Service Quality
Cyprus, Limassol
- Hybrid
- Full-time
- Head
We seek a driven Head of Service Quality to develop and maintain a comprehensive service quality strategy aimed at enhancing the experiences of both drivers and passengers. If you're interested in boosting one of the most promising ride-hailing service, we are looking forward to your application!
Responsibilities
- Develop and execute a comprehensive service quality strategy that enhances both driver and passenger experiences across all markets.
- Establish and monitor key performance indicators (KPIs) such as cancellation rates, defect rates, DSAT, CSAT, and retention metrics to assess service quality.
- Work closely with Product, Support, Risk, and Analytics teams to identify service quality issues and implement effective solutions.
- Design and implement processes to reduce service defects, improve response times, and enhance overall user satisfaction.
- Lead and mentor a team of quality assurance professionals, fostering a culture of continuous improvement and excellence.
- Develop systems to collect and analyze feedback from drivers and passengers, using insights to drive service enhancements.
- Ensure all service quality initiatives comply with industry standards and regulatory requirements.
Qualifications
- Minimum of 7 years in service quality management, with at least 3 years in a leadership role within the ride hailing, logistics, or related industries.
- Proficient in data analysis and performance metrics; experience with BI tools like Tableau or Power BI.
- Proven ability to lead cross functional teams and drive organizational change.
- Excellent verbal and written communication skills, ability to present complex information clearly to stakeholders.
- Strong analytical and problem solving skills, with a track record of implementing effective solutions.
- Ability to thrive in a fast paced, dynamic environment and manage multiple priorities.
- Fluency in English is required, proficiency in additional languages is a plus.
Conditions & Benefits
- Stable salary, official employment.
- Health insurance.
- Hybrid work mode and flexbile schedule.
- Relocation package offered for candidates from other regions.
- Access to professional counseling services including psychological, financial, and legal support.
- Discount club membership.
- Diverse internal training programs.
- Partially or fully paid additional training courses.
- All necessary work equipment.