Mobility Quality Analyst

• Assess customer interactions across calls, chats, and social media for quality.
• Evaluate agent performance against standards, KPIs, and compliance.
• Review ride disputes, cancellations, safety incidents, and escalated issues.
• Monitor compliance with scripts, processes, and policies.
• Conduct calibration sessions with team leads to ensure scoring consistency.
• Analyse quality metrics and trends to identify performance patterns and customer issues.
• Prepare detailed quality scorecards and reports for agents and team leaders.
• Track and report metrics such as CSAT, FCR, AHT, compliance rates, and quality scores.
• Provide data-driven recommendations for process improvements.
• Coach agents individually with constructive feedback.
• Identify skill gaps and create training materials based on quality assessments.
• Collaborate with operations to improve quality frameworks and evaluation criteria.
• Support root cause analysis for recurring quality problems.

• At least 2 years experience in quality assurance within a contact centre.
• Experience in mobility, ride-sharing, transportation, or on-demand services is an advantage.
• Experience in customer service operations or coaching agents is beneficial.
• Strong analytical skills to convert data into actionable insights.
• Excellent verbal and written communication skills.
• Ability to work collaboratively and provide constructive feedback.

The advert does not specify salary or benefits but mentions career development programs, coaching, family-friendly policies, well-being support, and flexibility.

Apply through the employer's official contact with your application. The employer has not published a closing date.