Job Description

About the Role

We are looking for a proactive and skilled Quality Training Supervisor to lead the design, delivery, and monitoring of training programs for our Yay Food (food delivery) and Yay Drive (ride-hailing) applications. The role ensures that all drivers, delivery partners, and support staff are well-trained to use the applications effectively, meet service quality standards, and deliver an exceptional customer experience.

Key Responsibilities:

1. Training & Development

Design and deliver training programs for new drivers and delivery partners, focusing on application usage, customer service, safety, and compliance. Conduct refresher training sessions to ensure partners stay updated on app updates, new features, and policies. Develop engaging training content (presentations, manuals, videos, and e-learning modules) tailored for both Yay Food and Yay Drive. Supervise and guide trainers, ensuring consistency and quality in training delivery.

2. Quality & Compliance

Establish training standards and quality benchmarks aligned with company objectives. Monitor and audit training effectiveness through assessments, field observations, and feedback. Ensure partners follow quality protocols (e.g., hygiene and food safety for Yay Food; passenger safety and etiquette for Yay Drive). Work with Operations and Customer Support teams to address recurring service quality issues through targeted training.

3. Supervision & Reporting

Lead a team of trainers and coordinate training schedules across multiple regions. Track and report on training completion, partner performance improvement, and compliance rates. Provide regular feedback to management with recommendations for continuous improvement. Support the rollout of new initiatives, app updates, and process changes with timely training interventions.

Qualifications:

Bachelor's degree in Education, Business, Training & Development, or a related field. 3-5 years of experience in training, quality assurance, or operations (experience in ride-hailing, food delivery, logistics, or customer service is highly preferred). Proven ability to design and deliver training programs to diverse audiences. Strong leadership skills with prior experience supervising trainers or quality officers. Excellent communication, presentation, and interpersonal skills. Proficiency in using digital training tools and learning management systems (LMS).

Preferred Skills:

Knowledge of adult learning methods and training evaluation frameworks. Experience in customer experience improvement and quality assurance. Multilingual skills to deliver training to diverse partner communities. Ability to analyze performance data and translate insights into training improvements.
Job Type: Full-time

Pay: From AED8,000.00 per month