Offer summary

Qualifications:

Minimum C2 level French and B2 level English proficiency., Over 2 years of experience in high-standard, detail-oriented industries like luxury hospitality or quality control., High school diploma or equivalent required., Experience in delivering feedback, coaching, or training..

Key responsibilities:

Investigate feedback and incidents to ensure service standards are met.

Conduct in-person and virtual coaching sessions with chauffeurs to improve performance.

Act as a mystery shopper by taking journeys and providing feedback to maintain Wheely's standards.

Contribute insights from data analysis and observations to enhance service quality.

Job 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.

The Quality Team is responsible for independently assessing the Quality of the services provided by the Chauffeurs and by our Customer Service team. Enabling a virtuous feedback loop between our theories and the outcome of our services provided.

A successful candidate will act as a Chauffeurs Quality Associate by thoroughly investigating feedback, conducting in person and virtual coaching / feedback sessions with chauffeurs to support their ongoing performance improvement by adhering to Chauffeur Performance Management Framework.

They will also act as a Mystery Shopper, taking journeys and ensuring our standards are met, providing feedback and coaching Chauffeurs at the end of the journey - helping them to achieve the Wheely Standard in the service levels they provide to passengers.

What you will be doing

Uphold Wheely’s high level of customer experience by ensuring every chauffeur <> passenger interaction meets our Wheely luxury standards.
Thoroughly investigate feedback Jira and incidents to build robust and evidence based cases, while also operating with a sense of urgency to ensure problems are solved.
Conduct in person and virtual coaching / feedback sessions with chauffeurs to support their ongoing performance improvement by adhering to Chauffeur Performance Management Framework.
Act as a Mystery Shopper, taking journeys and ensuring our standards are met, providing feedback and coaching Chauffeurs at the end of the journey - helping them to achieve the Wheely Standards in the service levels they provide to passengers.
Contribute insights gained through basic data analysis and observation, to continually improve Wheely standards (observed trends and feedback gathered during investigations).

Requirements

Must-have:

Minimum C2 level French, and B2 level English
2+ years of experience within high-standard, disciplined, detail-oriented industry, such as luxury hospitality, luxury retail, Quality Control, HR, L&D, etc.
High school diploma or equivalent
Prior experience in delivering feedback, coaching, or training
Passion for exceptionally high standards
Excellent interpersonal and communication skills - empathy is key
Methodical approach to building quality improvement and exceptional attention to detail
Flexibility, able to work at the office and conduct mystery shops all around the city area. Some work from home flexibility is also available if required

Beneficial:

Experience as a chauffeur
Experience as a mystery shopper
Experience managing quality standards adherence
Passion for luxury vehicles

Benefits

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.