Quality Inspector - Mystery Shopper (Part-Time)

As a Quality Inspector - Mystery Shopper at Wheely, your primary responsibilities include conducting mystery shopping journeys to evaluate Chauffeurs against The Wheely Standard. You'll provide on-the-spot feedback to help enhance the quality of service. Additionally, you’ll play a pivotal role in building a feedback loop that integrates insights from quality assessments with customer service and operations. Your input will be vital in ensuring that our team continues to exceed passenger expectations.

To be considered for the Quality Inspector - Mystery Shopper role at Wheely, candidates should have at least 2 years of relevant experience in detail-oriented industries like luxury hospitality or customer service. A high school diploma is required, along with any certifications in customer experience or hospitality. Strong interpersonal skills and an appreciation for high standards are essential for success in this role.

While direct experience as a mystery shopper is beneficial, it is not mandatory for the Quality Inspector position at Wheely. We value candidates who come from high-standard backgrounds, such as luxury retail or hospitality, and who have experience in delivering feedback and coaching. If you possess a robust understanding of quality standards and customer service interactions, you’ll fit right in!

The Quality Inspector - Mystery Shopper role at Wheely offers great flexibility! You’ll have the ability to work from our offices and perform mystery shops around London. Depending on your needs, some work-from-home flexibility is also available. We understand the importance of work-life balance and strive to accommodate your scheduling requirements as much as possible.

At Wheely, we offer an attractive range of benefits to our Quality Inspectors - Mystery Shoppers. You can expect a competitive salary, a daily lunch allowance, and a monthly credit for Wheely journeys (even outside of your mystery shopping tasks). Additionally, we provide a professional development allowance to help you grow in your career along with top-notch equipment to ensure you have the tools you need to succeed.

When asked about providing constructive feedback, think of a specific example where your input led to positive change. Focus on your approach, clarity of communication, and the outcome of your feedback. Show how your feedback contributed to team improvement or customer satisfaction, aligning it with the high standards valued at Wheely.

Discuss your intrinsic motivation for quality and customer satisfaction. Highlight your appreciation for meticulousness and how it benefits both customers and the company. Relating your passion for performance excellence to Wheely’s commitment to five-star service will resonate well.

Respond by describing a specific instance where you successfully navigated stress, focusing on your coping mechanisms, prioritization, and teamwork. Emphasize your calm demeanor and problem-solving abilities, especially in environments that demand high standards like the one at Wheely.

Clarify that The Wheely Standard represents the benchmark of service excellence at the company. Mention that it encompasses professionalism, punctuality, and exceptional passenger experience. Showcase your understanding of how crucial maintaining these standards is for the trust and satisfaction of customers.

Here, you should express your enthusiasm for joining Wheely and being part of a service-oriented team that values high standards. Discuss how your experience aligns with the role and your passion for ensuring quality in customer experiences, specifically in the luxury transportation sector.

Explain your approach, which should involve utilizing an internal Quality Check tool to evaluate various performance metrics, such as service quality, interaction skills, punctuality, and adherence to SOPs. Highlight the importance of providing actionable feedback to improve performance.

Discuss the importance of setting clear guidelines for assessments, possibly referring to The Wheely Standard, and emphasize your belief in data-driven evaluation. Mention techniques like using predefined criteria and keeping personal biases in check to ensure fair assessments.

Share your beliefs about clear communication being essential in providing excellent service. Emphasize the need for effective communication between Chauffeurs, customer service, and passengers to enhance the overall experience, echoing Wheely's commitment to customer satisfaction.

Reflect on your values around effective communication, collaboration tools, and respect for team dynamics. Share your strategies for staying connected and engaged with team members, ensuring collective goals are met regardless of the working environment.

Outline how you'd establish communication channels between Quality, Customer Service, Training, and Operations. Emphasize gathering data, analyzing trends, and sharing actionable insights. Discuss the importance of fostering a culture of continuous improvement that aligns with Wheely's commitment to excellence.