Your role:
As the Safe Ride Support Quality Assurance Manager, you will play a pivotal role in ensuring our organization's highest quality standards and customer satisfaction. You will be responsible for developing and implementing quality assurance programs and processes to monitor, evaluate, and improve the performance of our Safe Ride Support team. Your keen attention to detail, analytical mindset, and commitment to excellence will continuously enhance our customer support operations. This role will report directly to the Sr. Director of Safe Ride Support.
What you’ll do:
- Develop and execute a comprehensive quality assurance strategy aligned with the company's goals and objectives for Safe Ride Support.
- Design and implement standardized processes and procedures for evaluating the team’s work; including calls, chats, and our proactive alert system.
- Conduct regular evaluations of Safe Ride Support work to assess adherence to established standards, identify areas for improvement, and recognize exemplary performance.
- Provide steller written feedback and coaching recommendations for Associate Manager to deliver to their team to enhance their skills, knowledge, and performance.
- Generate comprehensive reports and analysis on quality assurance findings, trends, and recommendations for management review and decision-making.
- Investigate and address root causes of quality issues or customer complaints, working cross-functionally to implement corrective and preventive actions.
What you’ll bring:
- Proven experience in quality assurance or quality management, preferably in a customer support or service-oriented environment.
- Strong analytical skills with the ability to interpret data, identify trends, and make data-driven recommendations.
- Excellent communication and interpersonal skills, with the ability to provide constructive feedback and engage effectively with team members at all levels.
- Demonstrated leadership abilities, including coaching, mentoring, and fostering a collaborative team environment.
- Proficiency in using quality assurance tools and software for evaluation, reporting, and analysis.
- Knowledge of customer service best practices, customer relationship management (CRM) systems, and contact center technologies.
- Direct experience in rideshare or a similar two-sided marketplace is preferred
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Our Investment In You
We want you to be an owner in our company and share in executing our vision, so every full-time employee has equity. In addition, we offer competitive market comp, flexible vacation, FSA, medical, dental and vision, 401(k), and an opportunity to work for a uniquely positioned, VC-backed company in a hugely attractive space with significant upside potential. HopSkipDrive is committed to fair and equitable compensation practices. The salary range for this role is $75,000 to $85,000. Final compensation for this role will be determined by several factors such as a candidate’s relevant work experience, skill set and specific work location. The total compensation package for this role also includes equity stock options.
HopSkipDrive is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected class.
* This role will be fully remote in one of the following states AZ, CA, CO, CT, DC, FL, GA, IL, IN, KS, MA, MD, MI, MN, MO, NC, NJ, NM, NV, NY, OH, OK, OR, SC, TN, TX, UT, VA, WA, WI**
