Senior Specialist, Quality Assurance (Operation)

**I. Job Description**

**1. Driver \& Passenger Issue Investigation**

* Review and investigate operational issues reported by drivers and passengers.
* Conduct outbound calls to drivers and passengers to understand the actual situation and collect accurate information.
* Verify information from both parties and identify inconsistencies or conflicting statements.
* Review order/trip details, call records, chat history, system logs, and other available evidence to support case investigation.
* Determine the root cause and circumstances of reported incidents.
* Assess cases objectively based on available evidence, company policies, and operational guidelines.
* Recommend appropriate actions or resolutions based on investigation findings.
* Escalate serious, repeated, or high-risk cases to relevant teams or management.
* Maintain clear and accurate records of investigation results and actions taken.

**2. Driver Quality \& Compliance Review**

* Review driver behavior and service quality based on passenger complaints, driver reports, and operational cases.
* Identify driver violations, service quality issues, and repeated behavioral patterns.
* Review driver history and previous cases to identify repeated or high-risk violations.
* Recommend appropriate corrective actions, warnings, education, suspension, or other actions based on approved policies.
* Follow up on corrective actions to ensure the issue is properly resolved.
* Identify recurring driver issues and provide recommendations to improve driver quality.

**3. Driver Vehicle Sticker \& Document Verification**

* Review driver vehicle sticker submissions to ensure they meet company requirements.
* Verify vehicle sticker information against driver and vehicle records in the system.
* Review driver document uploads for completeness, validity, accuracy, and compliance with company requirements.
* Verify documents against registered driver and vehicle information.
* Identify unclear, expired, incorrect, duplicated, or potentially fraudulent documents.
* Reject or request document re-submission when requirements are not met.
* Coordinate with Branch Operations, Support Center, and other relevant teams to resolve document related issues.
* Maintain accurate records of document and vehicle sticker verification results.

**4. Quality Monitoring \& Reporting**

* Monitor driver/passenger complaint trends and identify recurring operational issues.
* Analyze investigation results to identify common root causes and quality gaps.
* Prepare regular reports on:
* Driver/passenger disputes
* Investigation results
* Driver violations
* Vehicle sticker verification
* Document verification
* Repeated complaints
* Corrective actions
* Track case resolution and follow-up status.
* Provide data-driven recommendations to management to improve service quality.

**Job Requirements**

* Proficient in both English and Khmer.
* Strong communication and interpersonal skills, with the ability to communicate effectively with
* customers.
* Bachelor's degree in Business Administration, Education, Management, or a related field.
* At least 1 year of relevant working experience.