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I. Job Description 

1. Driver & Passenger Issue Investigation

• Review and investigate operational issues reported by drivers and passengers.  
• Conduct outbound calls to drivers and passengers to understand the actual situation and collect accurate information.  
• Verify information from both parties and identify inconsistencies or conflicting statements.  
• Review order/trip details, call records, chat history, system logs, and other available evidence to support case investigation.  
• Determine the root cause and circumstances of reported incidents.  
• Assess cases objectively based on available evidence, company policies, and operational guidelines.  
• Recommend appropriate actions or resolutions based on investigation findings.  
• Escalate serious, repeated, or high-risk cases to relevant teams or management.  
• Maintain clear and accurate records of investigation results and actions taken.  

2. Driver Quality & Compliance Review

• Review driver behavior and service quality based on passenger complaints, driver reports, and operational cases.  
• Identify driver violations, service quality issues, and repeated behavioral patterns.  
• Review driver history and previous cases to identify repeated or high-risk violations.  
• Recommend appropriate corrective actions, warnings, education, suspension, or other actions based on approved policies.  
• Follow up on corrective actions to ensure the issue is properly resolved.  
• Identify recurring driver issues and provide recommendations to improve driver quality.  

3. Driver Vehicle Sticker & Document Verification

• Review driver vehicle sticker submissions to ensure they meet company requirements.  
• Verify vehicle sticker information against driver and vehicle records in the system.  
• Review driver document uploads for completeness, validity, accuracy, and compliance with company requirements. 
• Verify documents against registered driver and vehicle information.  
• Identify unclear, expired, incorrect, duplicated, or potentially fraudulent documents.  
• Reject or request document re-submission when requirements are not met.  
• Coordinate with Branch Operations, Support Center, and other relevant teams to resolve document related issues.  
• Maintain accurate records of document and vehicle sticker verification results. 

4. Quality Monitoring & Reporting

• Monitor driver/passenger complaint trends and identify recurring operational issues.  
• Analyze investigation results to identify common root causes and quality gaps.  
• Prepare regular reports on:  
• Driver/passenger disputes  
• Investigation results  
• Driver violations  
• Vehicle sticker verification  
• Document verification  
• Repeated complaints  
• Corrective actions  
• Track case resolution and follow-up status.  
• Provide data-driven recommendations to management to improve service quality. 

Job Requirements 

• Proficient in both English and Khmer. 
• Strong communication and interpersonal skills, with the ability to communicate effectively with 
• customers. 
• Bachelor's degree in Business Administration, Education, Management, or a related field. 
• At least 1 year of relevant working experience.