Coordinator Quality Analyst
Coordinator Quality Analyst
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Job Description
Do you have previous experience from working within a contact center environment and have an eye for details Are you also craving a new challenge in a global company this is the role for you! Our QA team is growing and now were looking for someone to take the role of Coordinator Quality Analyst. Get ready to deep dive into the analytic pool while practicing great feedback in a positive and engaging team environment at foodora!
Were hiring for two positions one to cover Customer Service and one for Partner Service. Both focusing on our German & English speaking customers.
Your mission
Audit interactions across channels (chat phone case/mail depending on Line of Business) for transaction quality and SOP adherence.
Maintain desired levels of productivity and accuracy on audits performed.
Use quality monitoring data management systems to compile and track performance at team and individual levels.
Perform deep dive analysis to identify root causes of issues and flag potential problems.
Provide detailed reports and actionable recommendations for continuous improvement.
Participate in the implementation of new SOPs and tools ensuring all relevant documentation is uptodate.
Collaborate with internal stakeholders to drive improvement projects.
Participate in calibration calls to improve overall understanding and usage of the QA Scorecard.
Participate in weekly calibrations/performance review calls with BPO partners to measure/track or implement improvement initiatives.
We are looking for a true foodorian who enjoys working in a fast paced environment and dares to go further. To thrive in this role we believe that you have strong analytical skills and a keen eye for detail. We love to evaluate performance and identify opportunities for improvement and we hope you do too! If youre serviceminded and have a talent for quality you will excel in this position. Since youll be working independently and collaborating with various departments your ability to guide and support others will be crucial to achieving our goals.
Qualifications :
- Previous experience in call center quality training or similar roles
Experience from customer service and support
Proficient in Swedish and English both spoken and written.
Any skills in German would be considered a big plus.
Proficiency in Google Suite (Mail Calendar Drive Sheets Slides Docs).
Familiarity with quality monitoring tools and systems (e.g. Playvox Tableau Salesforce and HeroCare).
Studies have shown that women and some minorities are less likely to apply to jobs unless they meet every qualification. If you are interested in this role and you have most of the skills were looking for we encourage you to apply anyway!
Our selection process is continuous and the ad may close before the recruitment process is completed if weve moved forward to the screening or interview phase.
Our recruitment process will include the following:
Telephone interview Lets cover the basics!
Psychometric tests via Alva Labs We use sciencebased methodology.
First interview Time to know each other a bit better!
Case interview Do your magic and show us your skills!
Reference & background check Final step before well become colleagues.
Start date: As soon as possible
Additional Information :
- Wellness allowance topped with the opportunity to participate in many work/life balance initiatives.
Employee discount at foodora (woho!) and awesome friday breakfasts!
Occupational pension incl. premium exemption insurance accident insurance and life insurance.
foodora Learning Monthly learning sessions about different topics such as the qcommerce industry negotiation techniques and project management combined with a structured onboarding and inspiring courses within our learning tool Sana
Great deals at Benify (for e.g. gym membership ebikes hotels audiobooks streaming services clothes kitchen supplies and so much more!
Awesome AWs and (pink) parties!
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
