Quality & Process Improvement Analyst
About the job
- Bachelor’s degree in Business, Operations, Engineering, or a related field.
- At least 4 years of experience in Quality, Process Improvement, or Operations within Support or Customer Service environments.
- Proven experience building quality assurance frameworks and running quality programs.
- Strong process optimization skills; experience with Lean, Six Sigma, or similar methodologies is a plus.
- Solid analytical capabilities and the ability to use data to influence decisions and priorities.
- Excellent communication and facilitation skills, with the ability to gain buy-in from leadership and frontline teams.
- A hands-on mindset and the ability to design, document, and implement process improvements directly.
- Lead the quality strategy for the Support team, aligning processes and standards with the goal of transforming the team from L1 to L2 capabilities.
- Develop and maintain quality frameworks, including audit guidelines, evaluation criteria, and quality assurance scorecards.
- Design, update, and optimize Support process playbooks, enabling the team to resolve complex cases while minimizing unnecessary escalations to ClientOps, Tech, and Finance.
- Monitor and analyze quality data across all channels, conducting deep dives to identify trends, recurring issues, and improvement opportunities.
- Drive process improvement projects targeting Contact Rate reduction, service-level agreement compliance, increased First Contact Resolution, and higher customer satisfaction.
- Lead change management initiatives, ensuring new processes and standards are adopted effectively by the Support team.
- Partner with Support leadership to align quality insights with training, coaching, and workforce development.
- Experience in a fast-paced, 24/7 operations environment.
- Experience managing customer relationship management or Support platforms.
- Prior leadership experience, such as leading quality assurance or process specialists or analysts.
- Spanish language skills.
About the company
Draiver provides on-demand vehicle movement for businesses using a proprietary AI-powered platform that connects clients with a nationwide network of vetted, insured independent drivers who transport cars and fleets without traditional car carriers. The platform handles planning, dispatch, real-time tracking, VIN scanning, and digital condition reports, and Draiver earns revenue from SaaS and managed logistics. It differentiates itself with a gig-economy, AI-driven driver marketplace that scales vehicle delivery beyond traditional carriers, serving fleets, rental agencies, OEMs, automotive groups, and service centers across North America and beyond through products like DraiverNow, DraiverElite, DraiverIQ, and DraiverFlex. The goal is to deliver scalable, reliable end-to-end vehicle logistics for business customers while expanding its global footprint.
Company Size
501-1,000
Company Stage
Seed
Total Funding
$2.6M
Headquarters
Overland Park, Kansas
Founded
2013
Get referred to Draiver
See people who can refer or advise you
Simplify's Take
What believers are saying
- Draiver said August 2026 targets 2 million annual movements after expanding Title and Registration.
- Automotive Logistics North America listed Ford, Stellantis, and Rivian as 2026 customers.
- Federico Ranero said April 2026 Draiver handled 1.7 million vehicles, 90% in the US.
What critics are saying
- PitchBook and Caplight show no institutional financing after 2020, starving expansion capital.
- Draiver depends on OEMs, dealers, and rental fleets; contract churn hits volume immediately.
- Uber, DealerOn, and Reynolds can disintermediate Draiver by owning the customer relationship.
What makes Draiver unique
- Draiver runs a 1.7-million-vehicle annual driveaway network, spanning first, middle, and last mile.
- Command Center uses AI dispatch to move vehicles 4× faster and cut costs 30%.
- Reynolds and Reynolds, Uber for Business, and DealerOn embed Draiver inside dealership workflows.
Help us improve and share your feedback! Did you find this helpful?
Benefits
Flexible Work Hours
Remote Work Options
Growth & Insights and Company News
6 month growth
0%1 year growth
2%2 year growth
4%Through the expert coordination of a 20,000-driver network, the platform enables vehicle movement 4x faster and can help customers reduce operational costs by 30%. (Graphic: Business Wire)The revolutionary platform uses predictive data to recommend the most efficient trip combinations, increasing the number of vehicles moved while using fewer drivers and reducing transit times. (Graphic: Business Wire)The new Command Center underscores Draiver’s role as the 'Amazon Prime' of vehicle movement and logistics, and the “the easy button” for their customers. (Graphic: Business Wire)Draiver launches Command Center, a new cutting-edge platform for vehicle movement management that employs advanced AI to navigate routing complexities, optimize trip chaining, and significantly reduce transit times with more efficient vehicle movement combinations.Draiver launches Command Center, a new cutting-edge platform for vehicle movement management that employs advanced AI to navigate routing complexities, optimize trip chaining, and significantly reduce transit times with more efficient vehicle movement combinations.KANSAS CITY, Kan.--(BUSINESS WIRE)--Draiver, the leading on-demand vehicle movement service, announces the launch of its Command Center—an all-encompassing platform for streamlined vehicle movement management. Revealed at the 2024 NADA Show, this cutting-edge predictive data product advances Draiver's technological suite, enhancing customer operations globally. In the past year, Draiver surpassed 1 million vehicle moves, maintaining a three-year CAGR of over 140%.The platform revolutionizes vehicle logistics by utilizing advanced AI to skillfully manage routing complexities and enhance trip chaining
Draiver launches Command Center: A game-changer in vehicle movement management.
Draiver recently announced a new integration with a leading provider of automotive retailer software solutions, Reynolds & Reynolds, where dealership service departments can now request rides for customers to and from the shop using a popular and well-known rideshare company.
The Reynolds and Reynolds Company, a leading provider of automotive dealership software, documents, and professional services, announced today a partnership with DRAIVER, an on-demand vehicle delivery platform for dealerships and fleets.
DealerOn partners with DRAIVER, an AI Powered Logistics platform with a nationwide on-demand vehicle delivery marketplace of drivers.