Driver Quality Assurance Supervisor  

Responsibilties

Manage the behavior of both bikers and pasengers in the system (though mainly the former), to make sure that we run a platform that's beneficial for everyone. You will be managing a team dealing with biker re-education, re-training, and all issues related to biker or passenger fraud.

This means:

• Regular Biker Reviews. You will utilize a combination of collated passenger reviews, surveys, and in-field audits to understand which bikers are performing subpar and need interventions.
• Fraud and Gaming Analysis. While many aspects of fraud detection are automated, you will encounter numerous edge cases (for both bikers and passengers) where algorithms are insufficient in distinguishing fraud from an inncoent mistake. It is your job to investigate further, and make the appropriate call on the situation.
• Biker Retraining. Whether due to providing subpar customer service or fraud, it is your team's job to reeducate, retrain, and track the progress of errant drivers.
• Training Audits. You will work directly with the training team to make sure that the training modules remain up-to-date, relevant, and effective.
• Manage long-term outcomes. It is your job to regularly track and manage the pool of bikers. Over the long-term we expect you to bring down the number of cases relative to our size.

Measures of Success:

Business growth

• A clearly-defined framework for managing biker quality.
• Design projects as needed that address important biker quality-related issues
• Setup clear processes for managing passenger fraud and suspension cases.

• Analytical. You not only are able to analyze the patterns and details that indicate errant behavior or fraud, but you can also take a step back and figure out how your team's tasks could be optimized to further reduce turnaround times.
• Process-oriented. You have a knack for organizing ad hoc work stream into repeatable and scalable processes.
• Data-driven. You use numbers to set the direction of your team, and you're not afraid to use those to hold your performance accountable. As a minium, you should be comfortable with spreadsheets like Excel or Google sheets to crunch numbers.
• Experience and interest in training. You like making sure others develop professionally, and that they perform as their best selves.
• Experience and interest in fraud. You're someone who can sniff out suspicious behavior, particularly from people who are trying to game the system.