HEAD OF QUALITY AND TRAINING

At Gett, we believe that quality matters and that it will be our long-term competitive advantage. We are therefore now looking for a methodical and meticulous Head of Quality and Training that will lead us in these efforts.

We have a large, disperse and capable fleet of drivers who we want to provide with training and recommendations for how to maximise their benefit from Gett. You will focus on, mainly, two things: (1) train our drivers on providing an exceptional passenger experience and (2) maximize adoption of the app among our existing drivers. To achieve this, you will work closely with the other departments in the Supply team.

The role reports to Head of Supply and is based in London.

Responsibilities

• Accountable for the level of service provided by our drivers ultimately measured by the ratings provided by our passengers
• Accountable for drivers knowing how the app works and using relevant features
• Implement a strategy where only the highest quality drivers are on Gett and the rest are not
• Define and support implementation of rules and escalation points for drivers when interacting with Gett
• Establish standardised procedures for handling critical situations within call centre
• Implement a process managing when drivers are leaving the fleet
• Raise quality and training topics on the agenda for the wider Supply team
• Create engaging high quality content supporting our training initiatives
• Lead the execution of our training initiatives
• Devise a long-term plan for what cost-effective plus impactful mediums and channels to use for training, focusing specifically on methods for remote learning
• Look at various ways of increasing the amount of rated rides
• Measure and report the impact of our trainings and constantly evaluate content, medium and channel
• Ensure we have the capabilities and resources to support this plan

Activities

• Survey various cohorts of passengers, both with high and low ratings, to achieve a clear understanding of passenger expectations and where we fail/succeed in meeting those
• Create training material to better meet passenger expectations and adoption of the driver app
• Constantly iterate to improve the content and ensure it stays relevant
• Collect feedback from drivers to understand if they are able to relate to the content
• Coordinate the rollout of new features with the Global Product team ensuring drivers start using them
• Support the driver recruitment team in creating tests that already during the recruitment process ensures we only onboard drivers with potential of becoming high quality drivers
• Use insights generated by the analytical team to create financial incentives for drivers to raise the quality
• Implement initiatives that block drivers who do not provide the high quality service Gett is aiming for based on data generated by the analytical team
• Create initiatives that target low quality drivers helping them in improving
• Include quality and training messages in the overall communication plan managed by the B2D Marketing Manager
• Regularly attend driver forums where we invite drivers to listen to their opinions and answer to their questions

uk

Profile

• At least 3 years of relevant experience
• Experience from creating and delivering engaging digital content used for training
• A strong passion for training and content creation
• Genuine desire to put quality first and realises the key value it plays when providing a service
• Experience from managing the creation of various types of content: video, text and pictures
• Realises the importance of and adopts data-driven decision making
• Used to be running a magnitude of projects in parallel
• Experience from training a large and disperse target audience
• Strong understanding of how different audiences require customized messages
• Able to influence and co-operate with other departments
• Motivated self-starter that aims for the highest standards
• High level of energy with a bias for action and Getting things done
• Humble way of doing things

Key benefits

• 20 days annual leave
• Breakfast
• Well-being benefits
• Pension Plan
• Taxi Perks