Senior Specialist, Quality Assurance (Operations)

About the role

This role investigates operational issues reported by drivers and passengers, reviews driver quality and compliance, verifies vehicle stickers and documents, and produces quality reports. It requires fluent English and Khmer and at least one year of relevant experience.

Key responsibilities

• Investigate driver and passenger issues by calling both parties, reviewing trip details, call records, chat history and system logs, and recommending resolutions; escalate serious or repeated cases.
• Review driver behaviour and service quality, flagging violations and recommending corrective action, warnings, education or suspension, and following up on fixes.
• Verify vehicle stickers and uploaded driver documents against records, rejecting or asking for re-submission of non-compliant documents and coordinating with operations and support teams.
• Monitor complaint trends, analyse investigation results and prepare regular reports on disputes, violations, document verifications and corrective actions, with data-driven recommendations to management.

Required profile

• Bachelor's degree in Business Administration, Education, Management or a related field.
• At least 1 year of relevant work experience.
• Fluent English and Khmer, with strong communication skills and the ability to deal with customers.