Senior Head of Service Quality

inDrive

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.