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Job description / Role
Do you want to help build a world-class institution from the region, experience the thrill of being part of a high-growth technology company, and improve people's lives?
There is only one way to build an awesome institution: to attract exceptionally talented people who are aligned with the mission of the organisation and make them partners in success. At Careem, our mission is to simplify & improve the lives of people, initially through solutions that make transportation in the region reliable, and over time, through disruptions in payments and logistics. In the process, we want to build an organisation that inspires and become a world-class institution from the region.
Founded in 2012 by former entrepreneurs and McKinsey alums, Careem is the MENA regions leading ride-hailing service and newest Tech Unicorn. With 30% monthly growth, we now operate in 54 cities across 11 countries and host over 6million users. With our recent Series D funding success, we are positioned on the cusp of significant scale and well on target to deliver our goal of creating one million jobs in the region by 2018.
About the Role:
As Careem grows in a very fast pace, quality is one of most important things that needs to be maintained with very high standards. Quality supply lead is going to work on analysing the top quality issues that arise from Careem's captains and set action steps to avoid such issues in a creative way. Additionally, come up with new projects that will help in improving and enhancing the quality standards which will result in higher customer satisfaction and loyalty. He is going to work in a very fast growing environment which requires creative thinking and high analytical skills to be able to maintain the quality standards to its highest levels as the company grows.
Responsibilities:
- Handle investigations of extreme captain quality escalated cases, and ensure resolution within set service level
- Set relevant action steps and ensure their implementation to enhance and ensure that the quality process is going smooth.
- Work on identifying & removing inefficiencies within the quality processes & policies
- Identify top quality violations, and set action steps to mitigate top violations
- Maintain high level of leadership to come out with best outcome of the quality team members
- Manage our quality ticketing queue maintaining our SLA
- Take new initiatives to enhance our overall supply quality and customer experience
Requirements
The ideal candidate will have a passionate commitment to improving the lives of people, an insane focus on excellence and customer service, and a strong alignment with our core values: being bold, focused, agile and collaborative. Additional qualifications include:
- 2-3 years of experience in QA, Call Center
- High analytical skills is a must
- SQL knowledge is a plus
- Fluent English Speaker
- Leadership Skills.
Benefit Summary:
We offer an attractive total compensation package, with emphasis on equity compensation, excellent health benefits and monthly Careem credits. You will have a unique opportunity to join a fast-growing company on the ground floor and shape its direction.
About the Company
We are a brand that aims to simplify people's lives by revolutionizing the transportation industry. A brand that strives to inspire everyone it interacts with, and supports every single person who dares to believe. #BeCareem
Careem is the MENA region's leading ride-hailing service and newest Tech Unicorn. With 30% monthly growth, we now operate in 50+ cities across 11 countries and host over 6 million users. With our recent Series D funding success, we are positioned on the cusp of significant scale and well on target to deliver our goal of creating one million jobs in the region by 2018.