Senior Drivers Verification Specialist

Department: Customer Service and Experience

Employment Type: Full Time

Location: Brazil

Description

Key Responsibilities

• Monitor team performance in real time, including KPIs, attendance, response times, and case quality.
• Oversee and optimize driver verification processes to ensure operational excellence and compliance with established standards.
• Manage workload distribution and reassign tasks based on team capacity, priorities, and business demands.
• Analyze and consolidate individual and team performance at the end of each shift, preparing reports and communicating results to leadership.
• Maintain and update KPI trackers, dashboards, and departmental performance metrics.
• Identify opportunities for process and tool improvements, proposing and implementing initiatives that enhance efficiency and quality.
• Act as a mentor and primary point of contact for new team members, supporting onboarding and development.
• Collaborate with partner teams (including WatchDocs, RCC, and other stakeholders), reporting incidents, tracking resolutions, and ensuring effective communication.
• Support continuous improvement initiatives aimed at enhancing customer experience and operational performance.

Skills, Knowledge & Expertise

• Advanced interpersonal and communication skills, with the ability to effectively engage with team members and stakeholders.
• Strong leadership mindset, proactive attitude, and high level of accountability.
• Excellent time management and organizational skills, with the ability to follow tasks through to completion.
• Strong analytical and problem-solving abilities.
• Interest in professional growth within Customer Support, Operations, or Trust & Safety environments.
• Ability to work in a fast-paced environment while maintaining attention to detail and quality standards.

Job Benefits

• Help us challenge injustice by creating fair choices for millions of people across 1100+ cities in 48 countries.
• Develop your professional skills with access to mentoring, career consulting, and learning programs.
• Collaborate with teams around the world and gain international experience through our Global Talent Exchange Program.
• Engage in company-wide challenges, awards, sports activities, employee-led social impact and volunteering projects.
• Work alongside people who take initiative, speak openly, and challenge themselves to grow.
• Improve your language skills through co-financed courses and internal speaking clubs.