Pathao is looking for an experienced professional for the Rides team to strengthen our quality assurance and training functions, drive operational excellence, and ensure a consistent, high-quality customer experience across all support channels.

The incumbent will have the responsibility to:

• Lead the Quality Assurance and Training functions for the Customer Experience team, ensuring consistent service excellence across all support channels.
• Develop and enhance QA frameworks, evaluation scorecards, SOPs, and quality standards to drive operational excellence.
• Monitor and evaluate customer interactions to ensure compliance with company policies, service standards, and quality benchmarks.
• Analyze quality, operational, and productivity data to build performance dashboards, generate AI-assisted insights, and support data-driven decision-making.
• Design and deliver onboarding, refresher, and capability development programs based on quality insights and business needs.
• Identify performance and skill gaps through audits, evaluations, and analytics, implementing targeted coaching and development plans.
• Conduct quality audits, calibration sessions, and root cause analyses to improve evaluation consistency and operational processes.
• Partner with Product, Operations, and cross-functional teams to maintain SOPs, knowledge base content, and training materials.
• Monitor key Customer Experience metrics, including QA Score, CSAT, FRT, ART, AHT, FCR, SLA compliance, Ticket Reopen Rate, and agent productivity, driving continuous performance improvement.
• Foster a culture of accountability, continuous learning, innovation, and customer-centric excellence across the Customer Experience function.

The incumbent should bring along:

• 3–5 years of experience in Quality Assurance, Training, Customer Experience, or Contact Center Operations, including leadership experience.
• Strong expertise in QA frameworks, SOPs, quality evaluation, training design, coaching, and performance management.
• Sound understanding of CX operations and KPIs, including QA Score, CSAT, FRT, ART, AHT, FCR, SLA compliance, and productivity metrics.
• Proven analytical skills with experience in reporting, dashboard development, and data-driven decision-making using tools such as Excel, Google Sheets, Power BI, or similar platforms.
• Familiarity with AI-powered tools for reporting, analytics, process automation, and operational improvement.
• Excellent leadership, stakeholder management, communication, problem-solving, and cross-functional collaboration skills, with the ability to drive continuous improvement in a fast-paced environment.

Here’s What You’ll Enjoy at Pathao!

• A dynamic & collaborative workspace
• Competitive salary package
• Two annual festival bonuses
• Leave encashment
• Comprehensive insurance coverage
• Gratuity
• Meal Allowance
• Phone allowance
• Periodic team dinner
• Exclusive employee discounts on Pathao services

If you’re passionate about quality assurance, capability development, and leveraging data to drive customer experience excellence, we encourage you to Apply through the Application Form– 

Apply Here

We will be accepting applications till August 12, 2026