Sr. Specialist Rider Training And Quality
Dubai, United Arab Emirates
Job Description
When you think of food delivery in the MENA region, we\xe2\x80\x99d be pretty surprised if talabat didn\xe2\x80\x99t pop into your mind first! Since delivering our first order in Kuwait in 2004, we\xe2\x80\x99ve grown quite a lot over the past 17 years.
Today, we deliver hundreds of millions of food orders, grocery items and other products per year, to our customers in nine countries throughout the region with more than 3,000+ employees! Our food delivery business works with over 27,000 brands and almost 50,000 branches, while our q-commerce concept, talabat mart, now delivers groceries to customers in Bahrain, Egypt, Jordan, Kuwait, Oman Qatar, and the UAE in 30 minutes or less!
Our philosophy is to make sure we do what is right for our ecosystem - our customers, our partners, our people, our riders, and the communities in which we operate. Our #techforgood program allows our customers a safe and convenient way to contribute to important causes in their community through donating to local and international charities directly on talabat with a focus on food insecurity in the region. Since its inception in 2020, we have facilitated the donation of well over 1 million meals to those in need, as well as donated over $1.5 million to charity with the help of our partners and customers. talabat is part of Delivery Hero, the global leader in online food delivery and q-commerce.
Role Summary
As a Sr. Specialist Rider Training & Quality in our Regional Rider Management team, you will work together with the Manager Rider Training & Quality on initiatives related to effective training of our heroes (that\xe2\x80\x99s what we call our riders!), to ensure new applicants to our fleet reach stellar performance levels within their first month, or to upskill them throughout the lifecycle. You will also support in designing and executing initiatives related to the broader concept of rider quality, with the ultimate goal of delivering a delightful experience to our customers, vendors and other stakeholders.
As a Sr. Specialist Rider Training & Quality in our Regional Rider Management team, you will work together with the Manager Rider Training & Quality on initiatives related to effective training of our heroes (that\xe2\x80\x99s what we call our riders!), to ensure new applicants to our fleet reach stellar performance levels within their first month, or to upskill them throughout the lifecycle. You will also support in designing and executing initiatives related to the broader concept of rider quality, with the ultimate goal of delivering a delightful experience to our customers, vendors and other stakeholders.
What\xe2\x80\x99s On Your Plate?
- Responsible for the creation of training material by collaborating with the comms & content team (for visuals and videos) to optimize the rider engagement, training outcomes and positive operational impact
- Build training SOPs and metrics to measure training performance and compliance
- Closely monitor the learning & performance path of our heroes, and turn the insights into action
- Identify needs & opportunities for training or other quality initiatives by assessing the pain points of our newly joined fleet and by digging into operational and customer metrics and insights, and periodic surveys
- Lead entire training lifecycle to improve satisfaction of existing riders and increase rider performance and quality
- Review and create reports and project trackers, measure and communicate project impact to stakeholders
- Mentor and coach the teams to deliver a high standard of training and execution of quality initiatives
What Did We Order?
- 3-5 years of experience as a training professional (food/grocery tech industry is highly preferred) or a professional leading operational customer experience projects. Prior experience working on training programs & platforms and service quality improvement for blue collar workers at a large scale would be a plus
- Deep knowledge of Training and Quality concepts, frameworks, KPIs and systems
- Excellent communication (verbal and written) skills in English. Arabic or Urdu are a plus
- Passionate about Training and Customer Experience
- Proficient in Google Suite tools like GDoc, GSheet, GSlides, GForms, etc.
- Stakeholder management skills: Experience in dealing with cross-cultural team members and cross-functional teams
- Ability to analyze data and derive insights from comprehensive data reports
- Influencer and negotiator with good public speaking and presentation skills.
- Extremely organized and process-driven
- Eager to create things from scratch, test & refine along the way
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Job Detail
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Job IdJD1504358
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationDubai, United Arab Emirates
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EducationNot mentioned