Quality Manager • Mid-Level

Who you are

You have at least 2 years of experience in quality management or a related field, demonstrating a strong understanding of service standards and customer satisfaction metrics. Your fluency in English allows you to communicate effectively with team members and chauffeurs alike, ensuring that feedback is delivered clearly and constructively. You possess a keen eye for detail and are committed to maintaining high standards in service delivery, which is essential for the role at Wheely.

You are proactive in monitoring passenger feedback and can analyze trends to identify areas for improvement. Your investigative skills enable you to conduct thorough incident investigations, producing unbiased reports that recommend actionable outcomes. You understand the importance of adhering to operational SLAs and are adept at ensuring timely resolutions to incidents.

What you'll do

In your role as Assistant Quality Manager, you will monitor the quality of the fleet and take necessary actions to uphold Wheely's high standards. You will prepare reports on passenger feedback trends and conduct investigations into incidents, ensuring that each situation is documented with recommended outcomes. Your responsibilities will include assessing chauffeurs against The Wheely Standard through vehicle checks and online assessments, providing effective feedback to help them improve their performance.

You will support the building of a feedback loop between quality, customer service, training, and operations, continuously striving to enhance service standards. Collaborating with peers in other regions, you will work to improve processes and ensure that passenger expectations are consistently exceeded. Your role is crucial in maintaining the exceptional service that Wheely is known for, and you will play a key part in the company's growth as it expands across EMEA and the US.

What we offer

Wheely offers a dynamic work environment where you can thrive in an office-based role located in Syon Park. While we have an in-person culture, we also allow for flexible working hours and the option to work from home when needed. You will be part of a fast-growing scale-up that values exceptional talent and is committed to redefining premium transportation. Join us in delivering a consistently exceptional experience to our passengers.