Quality Coach | London Cab

Job Purpose

Monitor, evaluate, and improve the performance of the operations team to ensure adherence to SOPs, optimize efficiency, and maintain high service quality.

Responsibilities:

• Audit daily operations, including ride assignments, driver movements, and resource utilization.
• Ensure compliance with SOPs, SLAs, and internal standards.
• Identify gaps or deviations in workflows that could impact service or efficiency.
• Analyze decision-making patterns to align with company protocols and customer satisfaction.
• Prepare quality reports highlighting errors, trends, and improvement areas.
• Collaborate with team leaders and training teams to address performance gaps.
• Participate in calibration sessions and process improvement discussions.
• Recommend corrective actions or process enhancements based on findings.
• Escalate critical violations or high-risk behaviors for ...