Assistant Quality Manager

TL;DR

Assistant Quality Manager (Premium Ride-Hailing): Monitor fleet and chauffeur quality to maintain high service standards with an accent on passenger feedback analysis, incident investigations, and performance coaching. Focus on producing unbiased reports, ensuring SLA adherence, and building cross-team feedback loops for continuous improvement.

Location: Office-based in Paris (9th arrondissement), expect at least four days a week in the office; flexible hours and work from home when needed.

Company

High-end ride-hailing service redefining premium transportation across Europe and the Middle East, expanding to the US as a profitable scale-up with $43M raised.

What you will do

• Monitor passenger feedback, prepare trend reports, and ensure exceptional service levels.
• Investigate incidents, produce unbiased reports with recommended outcomes, and resolve within operational SLAs.
• Assess chauffeurs against hirify.global Standard via vehicle checks or online evaluations.
• Provide effective feedback and coaching to improve chauffeur performance.
• Build feedback loops between quality, customer service, training, and operations.
• Partner with peers in other regions to refine processes and exceed passenger expectations.

Requirements

• Fluent English
• 2+ years relevant experience in Quality Control, HR, L&D, or operations supervision in Luxury Service Industry
• Thorough incident investigation with urgency
• Deliver radical candor feedback, even difficult conversations
• Tenacious standards maintenance with exceptional attention to detail
• Passion for developing others, excellent interpersonal and communication skills
• Basic data skills for creating, analyzing, and acting on data

Nice to have

• Experience with Intercom, Atlassian, Aircall
• Passion for luxury vehicles and their specifications

Culture & Benefits

• Competitive salary
• Private health, life, and critical illness insurance
• Monthly hirify.global journey credit (outside mystery shopping)
• Navigo and Veligo travel
• Professional development subsidies
• Best-in-class equipment, stock options, flexible working hours