Company Description "To be the most loved everyday food and groceries destination!" - that's our mission at foodpanda (small 'f').
foodpanda is the largest food and grocery delivery platform in Asia, outside of China. Operating in more than 400 cities across 11 markets, we continue to expand and grow in our core food delivery business, as well as in new verticals like grocery deliveries, with a strong tech infrastructure at our core. From our restaurants-partners, cloud kitchens and cloud grocery stores — foodpanda is just one tap away, getting everything you need into your hands quickly and conveniently!
If you love working with technology to create solutions and are not afraid to roll up your sleeves to get things done, you will find your tribe here at foodpanda. foodpanda comprises of people from more than 60 nationalities, and we believe in winning through diversity.
foodpanda is part of the Delivery Hero Group, the world's leading local delivery platform operating in 70+ countries worldwide
Job Description Quality Assurance analysts audit interactions to measure adherence to prescribed company policies and processes. The analyst is a flag bearer for the foodpanda brand and evaluations interactions with an objective of improving overall customer and rider experience through providing feedback on SOP, Process and agent behavior
Auditing a team of front line agents across channels like Chat, Call & Email for transaction quality and SOP adherence for Customer service
To maintain desired levels of productivity & accuracy on audits performed by self
To coach front line agents on overall SOP, Process and new changes
Perform analysis to identify the root cause of potential issues. Partner with internal stakeholders to drive CSAT improvement projects
DUTIES AND RESPONSIBILITIES:
Performs chat & call monitoring and provides trend data to the site management team.
Uses a quality monitoring data management system to compile and track performance at team and individual level.
Participates in call listening/ interaction deep dive programs to identify rider needs and expectations.
Analyze CSAT ratings for the country/ BPO to identify customer pain points.
Flag non performing agents & support performance with coaching & feedback interventions via team leader
Participate in weekly calibrations/ performance review calls with BPO partner to measure/track or implement improvement initiatives
Participate in calibration calls to improve overall understanding & usage of QA Scorecard
Qualifications REQUIREMENTS:
Ability to speak, read & write Thai & English Is mandatory
Good customer service skills and dedication to providing exceptional customer care