Quality Specialist

Wheely; Greater London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A luxury service company in Greater London is looking for a Quality Associate to ensure exceptional service standards. The role involves monitoring feedback, conducting incident investigations, and providing coaching to achieve high service levels. Ideal candidates have 2+ years of experience in the Luxury Service Industry and possess strong communication and investigation skills. Competitive salary and flexibility offered.

Benefits

Competitive salary and equity package

Private Medical Insurance

Dental Insurance

Life and critical illness insurance

Monthly credit for Wheely journeys

Lunch allowance

Cycle to work scheme

Professional development subsidies

Best-in-class equipment

Free parking at Syon Park

Qualifications

• 2+ years of relevant experience in Quality Control or similar roles in the Luxury Service Industry.
• Thorough investigation skills with a sense of urgency.
• Ability to deliver difficult feedback with empathy.

Responsibilities

• Monitor passenger feedback to ensure exceptional service.
• Conduct investigations and produce unbiased reports.
• Assess chauffeurs against the Wheely Standard through vehicle checks.

Skills

Fluent English

Interpersonal skills

Basic data skills

Exceptional communication skills

Tools

Intercom

Atlassian

Aircall

Job description

Wheely is not a traditional ride-hailing company. We are building a platform with user privacy at its core while successfully scaling a five-star service to millions of rides across multiple cities.

About the role

The Quality Associate role is key to maintaining Wheelys exceptionally high standards.

A successful candidate will monitor the quality of the fleet and take action where necessary, providing feedback and coaching chauffeurs - helping them to achieve the Wheely Standard in the service levels they provide to passengers.

What you will be doing

• Monitor passenger feedback to ensure an exceptional level of service is consistently being provided, preparing reports on trends where required
• Conduct investigations into incidents, producing unbiased reporting of each situation with recommended outcomes
• Ensure a timely resolution of all incidents adhering to operational SLA’s
• Assess chauffeurs against The Wheely Standard through vehicle checks or online assessments
• Provide effective feedback to chauffeurs to improve performance.
• Support in building the feedback loop between quality, customer service, training and operations to continuously improve standards.
• Partner with peers in other regions to continuously improve the processes, ensuring the passenger expectations are consistently being exceeded.

Requirements

• Fluent English
• 2+ years of relevant (Quality Control, HR, L&D, operation supervisor etc) experience in the Luxury Service Industry
• Thorough when investigating an incident, operating with a sense of urgency to ensure problems are solved
• Delivers feedback with radical candour, not afraid to give difficult feedbacknt>Tenacious in maintaining standards with exceptional attention to detail
• Passion for developing others and bringing out the best in people
• Excellent interpersonal skills - delivering feedback with empathy is key.
• Exceptional communication skills, both verbal and written.
• Basic data skills, ability to create, maintain, enter, analyse and act upon data
• Experience using tools like Intercom, Atlassian, and Aircall is beneficial
• Passion for luxury vehicles and a knowledge of their specifications is a plus

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
• Private Medical Insurance
• Dental Insurance
• Life and critical illness insurance
• Monthly credit for Wheely journeys
• Lunch allowance
• Cycle to work scheme
• Professional development subsidies
• Best-in‑class equipment
• Free parking at Syon Park
• This is an office‑based role located in Syon Park. Wheely has an in‑person culture but allows flexible working hours and work from home when needed. In most cases, we expect team members to be in the office at least four days a week.

All of your personal information will be collected stored and processed in accordance with Wheely’s Candidate Privacy Notice