Quality Associate at Wheely Technologies Ltd

London, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

18 Jan, 26

Salary

0.0

Posted On

20 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Fluent English, Quality Control, Incident Investigation, Feedback Delivery, Attention To Detail, Interpersonal Skills, Communication Skills, Data Skills, Luxury Service Knowledge, Coaching, Performance Assessment, Process Improvement, Empathy, Team Collaboration, Problem Solving, Tenacity

Industry

Software Development

Description

Wheely is not a traditional ride-hailing company. We are building a platform with user privacy at its core while successfully scaling a five-star service to millions of rides across multiple cities. About the role The Quality Associate role is key to maintaining Wheelys exceptionally high standards. A successful candidate will monitor the quality of the fleet and take action where necessary, providing feedback and coaching chauffeurs - helping them to achieve the Wheely Standard in the service levels they provide to passengers. What you will be doing Monitor passenger feedback to ensure an exceptional level of service is consistently being provided, preparing reports on trends where required Conduct investigations into incidents, producing unbiased reporting of each situation with recommended outcomes Ensure a timely resolution of all incidents adhering to operational SLA’s Assess chauffeurs against The Wheely Standard through vehicle checks or online assessments Provide effective feedback to chauffeurs to improve performance. Support in building the feedback loop between quality, customer service, training and operations to continuously improve standards. Partner with peers in other regions to continuously improve the processes, ensuring the passenger expectations are consistently being exceeded. Requirements Fluent English 2+ years of relevant (Quality Control, HR, L&D, operation supervisor etc) experience in the Luxury Service Industry Thorough when investigating an incident, operating with a sense of urgency to ensure problems are solved Delivers feedback with radical candour, not afraid to give difficult feedback Tenacious in maintaining standards with exceptional attention to detail Passion for developing others and bringing out the best in people Excellent interpersonal skills - delivering feedback with empathy is key. Exceptional communication skills, both verbal and written. Basic data skills, ability to create, maintain, enter, analyse and act upon data Experience using tools like Intercom, Atlassian, and Aircall is beneficial Passion for luxury vehicles and a knowledge of their specifications is a plus What we offer Wheely expects the very best from our people, both on the road and in the office. In return, employees enjoy flexible working hours, stock options and an exceptional range of perks and benefits. Competitive salary and equity package Private Medical Insurance Dental Insurance Life and critical illness insurance Monthly credit for Wheely journeys Lunch allowance Cycle to work scheme Professional development subsidies Best-in-class equipment Free parking at Syon Park This is an office-based role located in Syon Park. Wheely has an in-person culture but allows flexible working hours and work from home when needed. In most cases, we expect team members to be in the office at least four days a week. All of your personal information will be collected stored and processed in accordance with Wheely’s Candidate Privacy Notice

Responsibilities

The Quality Associate will monitor the quality of the fleet and provide feedback and coaching to chauffeurs to help them achieve Wheely's service standards. They will also conduct investigations into incidents and prepare reports on trends in passenger feedback.