Drivers Verification Group Lead

About the role

The Drivers Verification Group Lead is responsible for managing a team of verification agents who ensure the quality and efficiency of driver onboarding processes. This role blends people management, process control, and data‑driven decision‑making while acting as a bridge between frontline operations and business stakeholders.

Key responsibilities

• Directly manage a team of 20‑25 support agents, supervising shifts and real‑time workload.
• Distribute tasks, monitor queues and ensure SLA compliance.
• Plan workforce schedules, vacations and shift coverage.
• Monitor and analyse KPIs such as AHT, SLA productivity, and overall performance.
• Conduct regular 1:1 meetings, performance reviews and provide feedback.
• Identify performance gaps, implement improvement plans and coach team members.
• Oversee quality assurance, calibration with QA teams and ensure policy compliance.
• Identify process inefficiencies and drive continuous improvements.
• Onboard new agents, deliver ongoing training and develop training materials.

Required profile

• Bachelor’s degree in Management, Business, Data Analysis or a related field.
• Strong leadership and people‑management abilities.
• Analytical mindset with experience using performance metrics.
• Excellent communication and stakeholder‑management skills.
• Problem‑solving and decision‑making capabilities.
• Advanced proficiency with Google Workspace (Sheets, Docs, Slides).
• English proficiency at B1 level or higher.
• Willingness to work a 5/2 schedule, Monday‑Friday 9 am‑6 pm.

What we offer

• Opportunity to help create fair choices for millions across 47 countries.
• Access to mentoring, career consulting and learning programs.
• International experience through a Global Talent Exchange Program.
• Company‑wide challenges, awards, sports activities and volunteer projects.
• Language‑skill improvement via co‑financed courses and internal speaking clubs.