SafeBoda: Driver Performance & Quality Analyst Job 2019
Salary range: Confidential | Contract type: Permanent
Closing Date: 18 October 2019
Job Summary
Who we are
At the click of a button, SafeBoda provides a safe, more convenient, mobile-first transportation platform for Africa’s booming young population. On the high-frequency use of our transportation service, SafeBoda is providing value to consumers, our drivers and passengers, with additional financial services, payments and other on-demand services to keep Africa moving forward. Currently based in Kampala, Nairobi, Nigeria, and Barcelona, we are a venture funded company that is already having huge impact on millions of people in East Africa.
The Operations team are at the heart of SafeBoda and are responsible for ensuring SafeBoda rapidly grows its driver community to improve boda transportation in Kampala. We are looking for a Driver Performance & Quality Analyst who will play a critical role in ensuring that our drivers are providing outstanding customer service and exemplifying the SafeBoda community values. The analyst will own all the data we have related to driver performance and use the learnings to experiment and innovate on how we can improve the driver quality and performance.
Responsibilities
- Owning all areas of data related to driver performance and quality and using it to understand how our drivers are performing.
- Analysing trends in driver performance and implementing strategies to address key challenges with Driver quality and performance.
- Using data to identify the worst performing drivers and developing strategies to handle and re-train these.
- Developing and improving processes for receiving and following up on feedback on the SafeBoda drivers. These will be received from a range of qualitative and quantitative data sources.
- Coaching a team of resources who work directly with drivers to give warnings, suspensions and terminations and provide retraining.
- Become an expert on drivers. Understand what motivates and drives their performance and the best way to improve quality. Navigate ambiguity around driver complaints and make difficult decisions on how to handle these!
- Define quality standards expected of SafeBoda drivers and the sanctions if these are not met.
- Innovate and collaborate with other teams to consider how we can improve driver quality and performance.
You should:-
- Have at least 4 years professional experience, preferably in a Customer Service or Operations or Data/ Business Analyst role.
- Possess strong data analysis skills – be confident using Excel to collect, analyse and present sets of data. Be comfortable presenting to senior stakeholders
- Be solutions oriented and and a strong executor – you will need to think of solutions to address the challenges that your data analysis shows us.
- Be a confident and persuasive communicator – outstanding interpersonal skills and extremely calm and polished.
- Be emotionally intelligent and good at understanding and interacting with our drivers – they are our client and need to understand the importance of quality standards. .
- Extremely humble and able to work with people from a range of different backgrounds.
- Exhibit the ability to navigate ambiguity, juggle multiple tasks, think independently and problem solve like a boss.
- Live the SafeBoda values, represent the company in everything you do and constantly fly the flag.
Benefits
- Scale with a rapidly growing startup, with tons of opportunity for growth
- Contribute to our mission and work at our dynamic and fast-paced team. .
- Competitive salary based on experience
- Free SafeBoda transport
- Free lunch
Job Requirements
Required education: Bachelor’s degree
Required relevant work experience: 5 years
Required languages: English (Spoken: fluent | Written: fluent)
Mandatory attachments
Please have a scan or photo of these documents ready when you start the application:Self-prepared CV file – the employer wants to see a CV that you have prepared yourself