Deliveroo
At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer great benefits in areas including health, family, finance, community, convenience, growth, time away, and relocation. 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.The Role:
We’re looking for a Quality Assurance Executive to join our growing Customer Care department. You have to be analytical, with the ability to bring issues and solutions forward to the Supervisors and Manager in the team. You need to have a fun personality, make the team laugh, all whilst setting a great example and maintaining a professional working relationship.
Our Customer Care team is directly responsible for the on-time delivery of food from Dubai’s finest restaurants to thousands of homes and offices across the city. The team’s job is to ensure customers are dealt with in a proactive manner and also ensure they fix recurring problems, all with a smile on our faces. This is where you come in!
You will ensure that customers are receiving a quality level of service based on our response to any query they may have. Whilst working with the Customer Care Manager and Supervisors, you must also be comfortable working independently in a rapidly changing environment. You must love Customer Service and be passionate to convey the Deliveroo brand to our Restaurants, Riders and of course our Customers.
Roles:
Create reports and complete weekly and monthly analysis of agent performance, along with suggested actions for Team Managers and as needed by management
Assess QA performance through cross-audits, internal QA calibration, and coaching sessions
Ensure daily, weekly, and monthly audit target requirements are met
Communicate updates and process changes to the wider care team and other concerned departments
Support the UAE Customer Care team by analyzing calls, chats and email transcripts
Review customer survey feedback and identify specific agent coaching opportunities
Provide constructive feedback & coaching through QA evaluations
Coordinate and chair regular Quality Assurance calibration sessions both internally and externally, attend meetings that involve updates in either process, product, or QA guidelines
Document meetings and calibration sessions
Improve through identifying process inadequacies
Job Requirements:
Experience working in a dynamic, fast-paced environment
Experience achieving numerous goals promptly, exercising good judgement and sound decision-making
Skills:
Ability to adjust to different ways of learning
Hold a university degree (or have relevant life experience)
English and Arabic language proficiency required
Customer Service systems knowledge (Zendesk, Amazon Connect, Aswat..)
Experience in customer care quality assurance
Google Suite proficiency is a MUST (Google Sheets, Docs, Slides)
Benefits and Diversity:
Free Deliveroo Plus – Free delivery and access to special offers
Maternity & Paternity benefits
End-of-year parties & regular social events
An extremely fun team to work with
25 days of Annual Holiday Leave
Comprehensive medical insurance
Annual home flight allowance