Driver Quality Specialist

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About the role

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. ⭐️ If you want to dive deeper into the awesomeness of Welcome's culture, on this link to check our TikTok account.⭐️ 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 • Οwns 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

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