Team Lead - Rider Quality Support

Role Summary:

Ensure that talabat is well branded on the ground through consistent implementation to the quality matrix, and collaborative work with the concerned functions within and outside the logistics team.

Ensure we have a full and sufficient view on all data collected, providing a clearer picture for the situation on ground. 

And to ensure that we can provide our 3PLs with the rider equipment needed on time.

Role Scope:
 

• Review the t-patrollers checks daily to analyze their performance in terms of target attainment, adherence, accuracy, etc.

• Deliver one to one to the t-patrollers when needed and update their KPIs by end of each month.

• Analyze the rider quality performance captured through the t-patrollers spot checks, customer’s rating, and restaurants rating.

• Apply the compliance actions on the riders according to the pre-approved / communicated matrix.

• Update the repeated offenders list on a daily / weekly basis and align with the training team to conduct refreshment sessions.

• Keep track of actions taken against the riders and align with the logistics operations stakeholders when needed.

• Create weekly and monthly reports and analysis for the rider’s violations, areas with the highest impact, etc. 

• Keep track of the rider equipment stock at the warehouses, forecast the rider equipment needs for the upcoming period.

• Work collaboratively with the procurement team & 3PL acquisitions team to ensure that our stock of the rider equipment is always enough.

• Help on Approving / Rejecting the 3PLs request to the rider equipment according to their capacity and our available stock.

• Assist t-patrollers supervisors with their onground tasks by giving them insights about the status of the rider, rider’s picture, and applying on spot actions in case needed 

• Collaborate with supervisors, managers, and other relevant teams to implement process improvements based on quality analysis findings.

• Participate in the design and implementation of quality improvement initiatives, including calibration sessions and ongoing training programs.

• Act as a bridge between riders and management to facilitate the implementation of actionable feedback.
  Skills and Qualifications: 

• A Bachelor's degree in any field is a must.

• SQL, big data, and data analysis experience is a plus

• Previous experience in rider quality and compliance management is a must

• Dealing with G-forms is a must. 

• Experience as a quality specialist is a must.

• Experience in managing a team / on ground team is a plus.

• Six Sigma Yellow Belt is a plus.

talabat is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.