Driver Quality Specialist

Welcome Pickups; Kentucky; Remote; USD 52,000 - 72,000; Full time

Benefits offered by this job

Vibrant and fresh work environment

Flexible work-from-home policy

Tools to perform daily tasks

L&D personal budget

Private Insurance Plan

+4 extra PTO days annually

Job summary

Welcome Pickups is seeking a Driver Quality Specialist to oversee the end-to-end journey of our driver supply—from onboarding and training to compliance monitoring and structured suspension/offboarding. This hands-on role requires strong organization, communication, and cross-department coordination to maintain high-quality service standards.

The ideal candidate will have 1–3 years in training, compliance, or operations within mobility or gig‑economy environments, with proven ability to manage

Qualifications

• 1–3 years in training, compliance or operations roles in mobility or gig economy.
• Experience managing high-volume driver support in a fast-paced environment.
• Experience with compliance and regulatory documentation and verification processes.
• Strong communication, organizational, and coordination skills.
• Fluent in English; additional languages are a plus.

Responsibilities

• Own quality performance for an assigned portfolio of cities (drivers and driver companies) against KPI targets.
• Facilitate driver training—first-time or repeat—to raise standards on given topics.
• Monitor ongoing driver compliance with policy and requirements; apply corrective actions.
• Execute suspension, retraining, and offboarding actions with structured procedures and accurate records.
• Partner with Onboarding, Live Operations, BI/Analytics, and Pricing as needed.

Skills

Training & compliance

Operations coordination

Driver engagement

Analytical mindset

Documentation habits

Communication skills

Intercom

Aircall

Power BI

Google Sheets

Tools

Intercom

Aircall

Power BI

Google Sheets

Job description

About us

Founded in 2015 in Athens, Greece, Welcome redefines the way people travel by going above and beyond the commoditized transfer service and being the first company to deliver a complete, personalised, in-destination travel experience. From the moment a traveler arrives at a new destination, until their return journey home, Welcome accommodates all their travel needs, including transfers, sightseeing trips, and local information, in the easiest, friendliest, and most personalised way possible. Welcome's drivers are experts in the area and share their local know-how to make travellers feel at home wherever they are. The company has also introduced contactless rides, thorough cleaning protocols, and protective equipment to make every journey safe.

Being a travel tech startup, Welcome continues to grow and scale its operations and is quickly becoming a global category leader for in-destination travel services.

• One of the highest-rated global transportation companies with a rating of 4.9/5 stars.
• Expanded from 200 destinations last year to 350, achieving our ambitious 2024 growth target.
• Over 4,000 travel partners including 2,500 hotels, numerous vacation rentals, and travel agents, adding 50+ new ones every month.
• Over 2.5 million happy travellers every year.

The Team

We are a group of vibrant, diverse people who love travelling and never settle on quality. Each one of us didn’t join Welcome by chance and believes deeply in what Welcome is trying to achieve, so we work relentlessly to make that happen. We challenge common logic, focus on design, put simplicity and usability first, and create memorable experiences. We keep learning and exploring better ways to serve our community and grow personally and professionally in our respective fields. We stay humble along the way, with a “pay it forward” mentality, but with big and bold goals.

We are looking for a Driver Quality Specialist to support the end-to-end journey of our driver supply - from onboarding and training to compliance monitoring and structured suspension/offboarding - ensuring drivers are properly onboarded, trained, compliant, and, when necessary, deactivated through structured procedures. This is a hands‑on role requiring strong organizational and communication skills, attention to detail, and effective cross‑departmental coordination to maintain high‑quality service standards.

Responsibilities

Quality Portfolio Management

• Own quality performance for an assigned portfolio of cities (individual drivers and driver companies) against KPI targets agreed with the Driver Quality Team Lead.
• Apply the same training, compliance, and offboarding standard to new service categories as they launch.

Continuous Training

• Facilitate driver training - first‑time or repeat - needed to bring a driver up to the required standard on a given topic, regardless of who covered that topic previously or whether it was covered at all.

Compliance Monitoring & Enforcement

• Owns ongoing driver compliance with company policy and requirements throughout a driver’s active tenure, including zero‑tolerance policies (e.g., black flag violations) and the resulting corrective action (retraining, suspension, or offboarding).

Suspension & Offboarding

• Execute suspension, retraining, and offboarding actions through structured procedures, ensuring legal and compliance alignment and accurate deactivation records.
• Conduct exit interviews and track offboarding trends to reduce involuntary churn.

Cross-Functional Collaboration

• Partner with Onboarding and Live Operations as primary, standing touchpoints; loop in Destination Management, BI/Analytics, and Pricing as needed.
• Support the Team Lead and other Operations teams on ad hoc requests.

• 1–3 years of experience in training, compliance, or operations roles, ideally in mobility, logistics, or gig‑economy industries.
• Proven ability to manage high‑volume driver support functions in a fast‑paced environment.
• Experience with compliance and regulatory documentation and verification processes.
• Strong communication, organizational, and coordination skills, with a focus on driver supply engagement.
• Familiarity with digital learning platforms and training facilitation tools.
• Analytical mindset, comfortable tracking and interpreting training, compliance, and offboarding performance indicators.
• Strong sense of ownership, able to work independently and deliver to agreed deadlines.
• Adaptable, applying consistent quality standards across individual drivers, driver companies, and new service categories.
• Problem‑solving mindset with creativity in finding solutions.
• Detail‑oriented, with good documentation habits.
• Experience with Intercom, Aircall, Power BI, and online data and documentation tools (e.g. Google Sheets) is a plus; proficiency can also be built on the job through company‑provided training.
• Fluent in English; additional languages are considered a plus.

• Vibrant and fresh work environment
• Flexible work‑from‑home policy
• The tools you need to perform your daily tasks successfully
• L&D personal budget
• Private Insurance Plan
• +4 extra PTO days annually
• The unique opportunity to join “the next big thing” at ground level