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Team Lead - Rider Quality Support
Full-time
The Team Lead, Rider Quality maintains and elevates rider quality standards across the UAE through field audits, performance insights, coaching, and continuous improvement, ensuring riders consistently meet talabat's standards for safety, professionalism, compliance, and customer experience while leveraging data, technology, and AI-powered tools to drive operational excellence.
Responsibilities
Lead and manage Rider Quality Support staff to uphold rider quality standards across the UAE.
Conduct field audits assessing rider appearance, behaviour, safety, hygiene, and equipment compliance.
Investigate quality-related issues, identify root causes, and partner with Operations to implement corrective actions.
Monitor, analyse, and report on rider quality KPIs, trends, and recurring defects to drive continuous improvement.
Maintain audit records and evidence logs, ensuring timely resolution of quality cases within SLAs.
Collaborate with Training, Engagement, and Operations teams to deliver targeted coaching.
Develop dashboards, reports, and actionable insights to support data-driven decision-making.
Utilise AI and automation tools to enhance reporting, communications, quality monitoring, and process efficiency.
Qualifications
Experience in logistics, quality assurance, rider operations, or field operations.
Strong analytical and problem-solving skills, translating data into actionable insights.
Experience conducting audits, investigations, and performance improvement initiatives.
Proficiency in Looker, Google Sheets/Excel, and reporting tools.
Familiarity with AI-powered productivity tools and automation platforms is highly desirable.
Strong communication, stakeholder management, and coaching skills. English required; Arabic, Urdu, or Hindi an advantage.
