Job description
Role Overview
Training & Quality Executive at Careem, a regional super app operating across 70+ cities in 10 countries. This hybrid role bridges quality assurance and partner capability building within the Partner Onboarding team at Dineout.
Company Overview
Careem is building the Everything App for the greater Middle East, enabling movement, food and grocery ordering, payments management, and more. Since 2012, Careem has enabled earnings for over 2.5 million Captains, simplified the lives of more than 70 million customers, and operates across 70+ cities in 10 countries, from Morocco to Pakistan. The organization is entering its next chapter powered by AI, focused on streamlining operations, enhancing customer experience, and reimagining internal systems.
Role Purpose
You will own the end-to-end loop connecting quality assurance insights with partner capability building. Using data from quality audits, you will immediately improve onboarding programs, refine training materials, and elevate overall partner performance on the Careem app while working with restaurant partners to optimize their offerings and resolve customer escalations.
Key Responsibilities
Training & Capability Building
- Plan and deliver onboarding programs for new partners and regular refresher training sessions for existing partners.
- Develop, update, and maintain Standard Operating Procedures (SOPs), training decks, and job aids to reflect process and policy changes.
- Evaluate training effectiveness and learning retention through post-training assessments and practical evaluations.
Quality Assurance & Auditing
- Conduct regular quality checks on partner catalog data, including menu details, pricing, visuals, and promotional campaigns.
- Score catalog performance and provide structured, actionable feedback using defined quality scorecards.
- Identify root causes, recurring errors, and process bottlenecks to proactively address issues before they impact operational performance.
- Track and report key quality metrics and trends on a regular cadence to internal stakeholders.
Closed-Loop Process Optimization
- Analyze audit insights to immediately update and redesign training content, eliminating the gap between issue identification and training remediation.
- Own end-to-end performance improvement for partner operations by continuously aligning quality benchmarks with training initiatives.
Partner & Customer Operations
- Follow up with partners to gather updated menus, imagery, special offers, and campaign materials, ensuring accurate representation on the Careem app.
- Manage customer escalations in collaboration with partners to achieve prompt resolutions and maintain high customer satisfaction standards.
Qualifications & Experience
- Strong background in training delivery, quality assurance, or partner management, preferably within quick-commerce, food delivery, or e-commerce platforms.
- Experience in customer success, partner success, or escalations management with a strong customer-first mindset.
Skills & Competencies
- Excellent communication and presentation skills, with the ability to convey complex processes clearly to diverse audiences.
- Strong analytical and problem-solving abilities to spot operational trends, perform root cause analysis, and measure training and quality impact.
- Ability to design engaging training materials, SOPs, and user-friendly job aids.
- High attention to detail and proficiency in tracking metrics and working with evaluation scorecards.
Additional Information
- Work 4 days per week in office and 1 day from home, with the option to work remotely from any country in the world for 30 days per year.
- Unlimited vacation days per year.
- Access to healthcare benefits and fitness reimbursements for health activities including gym, health club, and training classes.
- Opportunity to work and learn from inspiring colleagues in a purposeful organization dedicated to creating impact in the region.
- Explore new opportunities to learn and grow every day.