Quality Assurance Analyst

ABOUT DELIVEROO

Deliveroo is on a mission to transform the way the world thinks about food delivery. It’s not a chicken chow mein and a night on the sofa anymore, it’s your favourite local restaurant, it’s a dinner party, a date.

We’re four years in, and along the way our team have taken hundreds of ideas from brainstorms to global rollouts, like Deliveroo Editions bespoke kitchens designed to host a locally curated selection of restaurants. Editions are our solution to ensuring that our customers have access to the best of the food scene, no matter where they live.

And that’s just what we’re like at Deliveroo, no compromise allowed and lots of food inspired challenges to get your teeth into. Out of the box thinking is actively encouraged and we move quickly to make great ideas happen. We’re energetic, fast-paced and blow off steam with free for all Friday lunches.

It’s a formula that’s working too we’re bringing great food to customers in 12 countries and over 200 cities.

 

 

Responsibilities:

 

  • Supporting the Customer Care team by analysing all call, chat and email transcripts

  • Reviewing customer survey feedback and identifying specific agent coaching opportunities

  • Provide feedback & coaching directly to Customer Care Leads and the Manager and work with them directly to improve agent comms

  • Co-ordinate and chair regular Quality Assurance calibration sessions with Customer Care Supervisors and Shift Leaders

  • Drive continuous improvement through identifying process inadequacies

  • Produce reports and complete weekly and monthly analysis of agent performance in UAE, along with suggested actions for Supervisors

  • Be innovate with customer support processes in order to deliver a unique experience for our customers and internal employees

Requirements

  • Diploma or above in any disciplines (or have relevant life experience!)

  • Must be fluent in both written and verbal English and Chinese

  • Previous QA experience is a plus

  • 2 years specifically in Customer Care preferably at team/shift leader level or above

  • Customer Service systems knowledge is a plus (Zendesk, Zopim, NVM..)

  • Proven ability to work in a very dynamic, fast-paced entrepreneurial organisation with little supervision

  • Strong planning and organizational skills as well as attention to detail

  • Proven ability to achieve numerous goals in a timely manner, exercising good judgment and sound decision-making skills

  • Excellent interpersonal skills with the ability to adjust to different ways of learning

  • A sense of humour

BENEFITS

  • Competitive Holidays

  • 5 Days Work Scheme

  • Health Insurance

  • Dental Insurance

  • Gym Reimbursement

  • Fun working environment

  • Regular team activities

  • Access to Deliveroo Plus (no delivery fee on all Deliveroo orders)

  • Every Friday we order lunch for everyone from restaurants on the Deliveroo platform

 

 

We believe a great workplace is one that represents the world we live in and 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 and a desire to be part of one of the fastest growing startups around.

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