Quality Control Specialist
Job Description
About us
Zofeur is an on-demand mobility platform for all your car-related needs.
Our on-demand platform offers a wide range of services, including hiring a personal driver, picking up and dropping off your car at the garage, arranging for RTA vehicle inspection, moving your car, and many more services coming up soon. Plus, with our fleet of professional drivers, you can get any of these services at your doorstep within 20 minutes.Don't waste your valuable time on car-related tasks - let us handle everything for you. Zofeur is a lifestyle platform serving anyone who does not want to compromise time, money, and comfort.
Our company was founded on the belief of making chauffeur service, luxury service today, a daily necessity. This drives everything we do; from the products and services we offer to the way we approach our work and interact with our customers.
We are always looking for talented and motivated professionals to join our team. If you are looking to make a difference and be a part of a company that is making waves in the industry, we encourage you to apply for one of our open positions.
About the Role:
We are seeking a detail-oriented and proactive Quality Control Specialist to join our operations team. The ideal candidate will be responsible for ensuring the highest standards of service delivery across chauffeur training, mystery shopping, audits, and customer satisfaction metrics.You will play a pivotal role in driving quality excellence, improving key performance indicators like Average Rating and Net Promoter Score (NPS), and laying the foundation of quality systems for our new business verticals.
Key Responsibilities:
- Quality Checks & Audits:
- Conduct regular quality audits on chauffeur training sessions to ensure content accuracy, training effectiveness, and compliance with brand standards.
- Implement and manage a robust mystery shopping program to assess real-time service delivery and identify areas for improvement.
- Design and execute operational audits across key touchpoints to ensure consistency, compliance, and adherence to SOPs.
- Customer Experience Analytics:
- Analyze feedback data to monitor trends in Average Ratings and NPS.
- Identify root causes for low performance and implement corrective action plans.
- Collaborate with internal teams (Ops, Training, Customer Support) to implement customer-centric improvements.
- New Vertical Quality Leadership:
- Lead the development of the quality framework for new service verticals.
- Build SOPs, quality benchmarks, audit protocols, and feedback loops from scratch.
- Collaborate with cross-functional teams to roll out scalable quality programs.
- Reporting & Insights:
- Create and maintain dashboards to report on audit results, NPS trends, and training quality scores.
- Present actionable insights to senior management with a focus on continuous improvement.
Key Requirements:
- Bachelor's degree in Business, Operations, or related field.
- 24 years of experience in a quality control, customer experience, or operations role.
- Strong analytical skills with experience in data interpretation and reporting.
- Hands-on experience in conducting audits, mystery shopping, or customer experience assessments.
- Familiarity with quality frameworks and metrics such as NPS, CSAT, etc.
- Excellent communication skills and stakeholder management abilities.
- Self-starter mindset with a passion for building processes from the ground up.
Preferred Qualifications:
- Experience in mobility, logistics, hospitality, or other service-based industries.
- Prior exposure to training evaluation and service quality programs.
- Proficiency in tools like Excel, Google Sheets, and data visualization platforms (e.g., Power BI, Tableau).
Learn more about Zofeur:
https://www.linkedin.com/company/Zofeur