Quality Analyst
Dutch Speaker
Confirmed live in the last 24 hours

5,001-10,000 employees

Online platform for restaurant and grocery delivery service
Company Overview
Deliveroo stands out as a leading food delivery service, partnering with approximately 176,000 restaurants and grocery outlets, and employing around 150,000 riders worldwide to ensure a seamless and efficient delivery experience. The company's competitive edge lies in its real-time tracking feature, allowing customers to monitor their orders, and its attractive discounts and perks, which enhance customer satisfaction and loyalty. Additionally, Deliveroo's commitment to flexibility and work-life balance for its riders, coupled with its corporate food solutions and gift card offerings, demonstrate its adaptability and focus on meeting diverse customer needs.
Consumer Goods

Company Stage

Series H

Total Funding





, United Kingdom

Growth & Insights

6 month growth


1 year growth


2 year growth

London, UK
Experience Level
Desired Skills
Sales & Account Management
IT & Security
  • Be responsible for evaluating and ensuring contacts and tasks handled by agents are completed correctly and in line with our policies and expectationsReview customer survey feedback and identify agent coaching opportunities
  • Perform targeted deep dives on low performing areas and create improvement plans
  • Join calibration sessions with relevant internal and external stakeholders globally to ensure alignment on quality and performance
  • Set a standard of excellence in the team while ensuring fair and consistent marking against the predefined quality scorecard
  • Routinely perform root cause analysis and share actionable insights with stakeholders
  • Hold agents and vendors to account, whilst ensuring fair and consistent marking against the predefined quality scorecard
  • Support Operations with agent coaching and feedback to continuously drive improvement
  • Ensure feedback is always relevant, realistic and up to date by regularly handling front line contacts to fully understand the agent experience
  • Identify improvement opportunities in policy, content and training through Quality and CSAT feedback
  • Serve as an advisor to our Operations teams and management by building strong relationships focused on positive feedback and coaching closed-loop processes
  • Perform qualitative analysis to drive continuous improvement; produce development plans by identifying pain points and areas for optimisation within the customer journey
  • Demonstrates a strong commitment to thoroughness and precision
  • Outstanding communication skills in both English and Dutch
  • Capable of inspiring others and fostering change
  • Exceptional collaborative abilities within a team
  • Skilled in self-managing tasks and responsibilities
  • Proficient in providing and receiving constructive feedback
  • Can navigate in an ambiguous environment
  • Seasoned in a dynamic and high-pressure role, specifically in Operations, Customer Services, or Partner Services, showcasing strong critical thinking skills
  • Experience using Salesforce
  • Experience using Zendesk
  • Intermediate excel skills
  • A Care agent provides support for our Customer's, Riders and Partners, and if things don't go as expected we want to make sure they are taken care of if there is a need to contact us. The Quality team is instrumental in ensuring those contacts are handled correctly and in line with our policies and expectations. The primary goal of the Quality team is to set a standard of excellence within the team in order to deliver a consistently high experience to our customers, supporting managers to maintain these standards at all times
  • As a Quality Analyst you will