Team Lead - Rider Quality Support

Company Description

Job Description

**Responsibilities**

• Lead and manage Rider Quality Support staff to uphold rider quality standards across the UAE.
• Conduct field audits to assess rider appearance, behavior, safety, hygiene, and equipment compliance.
• Investigate quality-related issues, identify root causes, and partner with Operations teams to implement corrective actions.
• Monitor, analyze, and report on rider quality KPIs, trends, and recurring defects to drive continuous improvement.
• Maintain audit records, evidence logs, and ensure timely resolution of quality cases within agreed SLAs.
• Collaborate with Training, Engagement, and Operations teams to deliver targeted coaching and quality improvement initiatives.
• Oversee Rider Quality Support staff’s assets, including uniforms, rider gear, and bike compliance standards.
• Develop dashboards, reports, and actionable insights to support data-driven decision-making.
• Utilize AI and automation tools to enhance reporting, communications, quality monitoring, and process efficiency.
• Champion initiatives that improve rider experience, customer satisfaction, and overall operational performance.

Qualifications

• Experience in logistics, quality assurance, rider operations, or field operations.
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
• Experience conducting audits, investigations, and performance improvement initiatives.
• Proficiency in Looker, Google Sheets/Excel, and reporting tools.
• Familiarity with AI-powered productivity tools and automation platforms is highly desirable.
• Strong communication, stakeholder management and coaching skills.
• Ability to thrive in a fast-paced environment and manage multiple priorities effectively.
• English is required; Arabic, Urdu, or Hindi is an advantage.