Head of Quality

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 lead a team of quality associates, including mystery shoppers (internal & external) 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. The team is also responsible for the quality of customer service, by assessing that the customer service provided by Wheely on all fronts is exceptional, by auditing calls & chats against our rigorous standards.
A successful candidate will be obsessed with understanding our customers’ mindset and how to delight them with our service. They will perform a detailed analysis of all the data available to them, and brainstorm innovative solutions to overcoming challenges to service excellence.
The Head of Quality at Wheely plays a pivotal role in steering the direction and effectiveness of our Quality Assurance efforts. Tasked with upholding the exemplary standards that define the Wheely experience, this leader is at the forefront of ensuring that both our chauffeur and customer service teams not only meet but exceed our rigorous quality benchmarks.
What you will be doing
Strategic Leadership:Develop and implement comprehensive quality assurance strategies that align with Wheely’s mission and customer satisfaction goals. Lead a team of dedicated quality associates, orchestrating a coherent effort to maintain and elevate the Wheelys standards across all services.
Quality Evaluation and Improvement:Oversee the independent assessment of services provided by chauffeurs and the customer service team, ensuring consistent adherence to our high standards. Utilize expertise in quality control competencies to analyze customer feedback, identify trends, and make informed recommendations to enhance chauffeur and agent performance.
Feedback Loop Management:Foster a culture of continuous improvement by enabling effective feedback loops between theoretical frameworks and service outcomes. Lead the analysis and interpretation of customer insights to refine service delivery methods continually. Partner with peers in other departments to continuously improve the processes, ensuring the passenger expectations are consistently being exceeded.
Coaching and Development:Provide direct feedback and coaching to quality associates to ensure that frameworks are followed and all incidents are handled in accordance to expectations.
Quality Assurance Oversight:Ensure that all customer interactions, whether through calls, chats, or in-person services, are audited against our stringent quality criteria. Drive initiatives to address any identified gaps, setting new benchmarks for service excellence.
Innovation and Adaptation:Stay ahead of luxury industry trends, new technologies, and evolving high end customer expectations. Champion the adoption of innovative tools and methodologies to enhance the quality evaluation process and overall customer experience.
Requirements
5+ Proven experience in a quality leadership role, preferably within the luxury service or hospitality sector.
Demonstrated expertise in the areas of mystery shopping, data skills, and delivering feedback, with a track record of applying these competencies to improve service quality and customer satisfaction.
Exceptional analytical skills, with the ability to derive meaningful insights from complex data sets and translate these into actionable strategies.
Strong leadership and team development abilities, with experience managing diverse teams and fostering an environment of continuous improvement and excellence.
Advanced emotional intelligence, capable of navigating sensitive feedback scenarios and cultivating a positive, growth-oriented culture.
Proficiency in using digital tools and platforms for quality evaluation and feedback delivery, including Looker, MS Excel/Google Sheets, and customer feedback analysis software.
Excellent communication and interpersonal skills, with the ability to articulate vision, strategy, and feedback in a clear, constructive, and inspiring manner. C2 level English.
The Head of Quality is not just a role but a mission to ensure that every Wheely passenger enjoys an unparalleled service experience that seamlessly blends luxury with reliability and professionalism. If you are driven by the pursuit of excellence and thrive in environments that value innovation, customer-centricity, and continuous improvement, we welcome your application to join us in redefining luxury transportation standards.
What we Offer
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.
Competitive salary and equity package.
Medical insurance, including dental services.
Life and critical illness insurance.
Monthly credit for Wheely journeys.
Lunch allowance.
Cycle to work scheme.
Professional development subsidies.
Best-in-class equipment.Wheely has an in-person culture but allows flexible working hours and work from home when needed.
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