Logistics Quality Specialist

As a Quality Specialist in Logistic Dept, you will be focusing on ensuring the highest standards in Live

Operations, Third-Party Logistics (3PL), Partner Care, and Captain-related quality processes, playing a

key role in assessing, monitoring, and improving the quality of our operational services, specifically

concerning Captain, ticket resolutions, and team interactions. This role demands attention to detail,

excellent problem-solving skills, and the ability to assess complex operational workflows while

maintaining high standards of service delivery..

Key Responsibilities:

1. Captain Quality and Performance Assessment:

o Assess and address deductions related to Captains, ensuring accurate documentation and

follow-up actions.

o Conduct regular quality checks on Captain interactions, identifying areas for improvement.

o Develop and implement corrective actions where necessary to ensure high-quality standards

and consistent performance.

2. Ticket Quality and Issue Resolution:

o Review ticket resolutions, ensuring accuracy, consistency, and compliance with company

policies and rider satisfaction standards.

o Collaborate with Live Operations & partner care teams to ensure that ticket handling processes

are optimized for quick and efficient resolutions.

o Identify patterns in ticket issues and work with cross-functional teams to resolve recurring

problems or inefficiencies.

3. Live operation, 3PL and Partner Care Quality Management:

o Assess and monitor the quality of interactions with all logistics dept ensuring service-level

agreements (SLAs) are met.

o Collaborate with all teams to improve quality management processes and ensure a consistent

service experience for all stakeholders.

4. Process Improvement and Optimization:

o Continuously evaluate workflows and operational processes to identify areas for improvement

in service delivery and quality control.

o Work closely with all Logistics teams to implement solutions aimed at improving quality,

response times, and efficiency.

o Maintain documentation on quality standards, key performance indicators (KPIs), and

improvement initiatives.

5. Reporting and Documentation:

o Maintain detailed records of Captain quality assessments, ticket handling performance.

o Generate regular reports to track quality metrics, identify trends, and present recommendations

for operational improvements.

o Contribute to the development of quality reports, highlighting challenges, resolutions, and areas

for continuous improvement.