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Deliveroo // restaurant food delivery
 
London    Posted: Wednesday, September 01, 2021
 
   
 
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JOB DETAILS
 

Customer Care Quality Analyst 

Our Customer Care teams mission is to ensure our customers receive the highest quality of Care, regardless of where they are contacting us from across the globe. Our escalation team handles some of our more complex & sensitive issues, as a Quality Analyst your role will be to assess whether contacts were handled in line with our policies & procedures, while taking both the customer & business interests into consideration. 

The role

As the Quality Analyst in the Customer Care team you will:

  • Work in partnership with Care Operations & Learning & Development to monitor & manage the quality of our customer service agents responding to some of our most complex & sensitive issues.
  • Perform calibration sessions with relevant internal stakeholders to ensure alignment on quality & performance.
  • Hold agents to account, whilst ensuring fair & consistent marking against the predefined quality scorecard.
  • Provide regular agent feedback, & training where needed, so that their competency & performance is maximised.
  • Perform qualitative analysis to drive continuous improvement; produce development plans by identifying pain points & areas for optimisation within the customer journey.
  • Establish routine tracking of KPIs for continuous operational & customer satisfaction improvements whilst working with the relevant teams to make the necessary corrections.
  • Ensure all process guides are routinely maintained & updated in accordance with any policy changes.
  • Serve as an advisor to Care Operations teams & management by building strong relationships focused on positive feedback & coaching closed-loop processes.
  • Assist in performing root cause analysis, action planning with Operations, & implementation of any agreed actions.
  • Inform the ongoing management & optimisation of any quality platforms or tools used by Care teams globally.
  • Establish & monitor complaint reduction strategies in conjunction with stakeholders from across the business.
  • Work closely with the relevant teams to provide insights required to develop training strategies, & measure impacts of learning interventions.
  • Maintain reporting & complete weekly & monthly analysis of performance.

Requirements

We are looking for someone who has:

  • A University degree or equivalent experience
  • 3-5 years experience in a fast paced & demanding role in either Operations, Consulting or Customer Services with a strong critical thinking ability
  • Strong qualitative & quantitative analytical skills with experience using data extraction, manipulation & analysis
  • Experience managing projects
  • Excellent communication skills with the ability to influence others
  • Excellent team working skills, the ability to manage own workload & tenacious attention to detail
  • Comfortable working in a startup environment

Preferred, but not required: 

  • Additional language skills (Italian/Dutch/Cantonese/Mandarin/Arabic) would be a benefit
  • GDPR & payment related knowledge
  • Experience with payment service providers (Stripe/Worldpay) & fraud detection software (Ravelin)
  • Zendesk knowledge is a plus

Why Deliveroo?

Our mission is to be the definitive food company. We are transforming the way the world eats by making food more convenient & accessible. We give people the opportunity to eat what they want, when & where they want it.

We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, seeking to answer some of the most interesting questions out there. We move fast, value autonomy & ownership, & we are always looking for new ideas.

Workplace & Diversity

At Deliveroo we know that people are the heart of the business & we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away & relocation.

 

We believe a great workplace is one that represents the world we live in & how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food & a desire to be part of one of the fastest growing startups in an incredibly exciting space.

 
 
 
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