Quality Analyst - Contact Centre

Why Deliveroo?

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

We are a technology-driven company at the forefront of the most rapidly expanding industry in the world.

The Role

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:

• Be responsible for evaluating and ensuring contacts and tasks handled by agents are completed correctly and in line with our policies and expectations.
• Review customer survey feedback and identify agent coaching opportunities.
• Perform targeted deep dives on low performing areas and support with 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.
• This is a Hybrid role - you will work 3 days a week in our Manchester office with 2 optional work-from-home days.

Requirements

• Demonstrates a strong commitment to thoroughness and precision
• Outstanding communication skills in English
• 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 or Customer Services, showcasing strong critical thinking skills

Preferred but not required

• Experience using Zendesk
• Intermediate excel skills
• Working proficiency in a second language (Italian, French or Arabic)

Workplace & Benefits

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.

USA: Pay Transparency Range: 18.8 - 27.6 USD
Canada: Pay Transparency Range: 20.8 - 26.0 CAD