Hybrid opportunity at
DeliverooQuality Analyst - Contact Centre
Deliveroo, which is now part of DoorDash, operates as a technology company aiming to transform the global food industry by making food more accessible and convenient.…
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About This Role
Deliveroo, which is now part of DoorDash, operates as a technology company aiming to transform the global food industry by making food more accessible and convenient. The organization is seeking a Quality Analyst for its contact centre based in Manchester. This hybrid position requires working three days per week in the Manchester office alongside two optional remote work days. As a Quality Analyst, the individual will evaluate and monitor tasks…
Job Description
Deliveroo, which is now part of DoorDash, operates as a technology company aiming to transform the global food industry by making food more accessible and convenient. The organization is seeking a Quality Analyst for its contact centre based in Manchester. This hybrid position requires working three days per week in the Manchester office alongside two optional remote work days.
As a Quality Analyst, the individual will evaluate and monitor tasks and contacts handled by agents to ensure alignment with established policies and expectations. The role involves reviewing customer survey data, conducting targeted analyses on underperforming areas, participating in calibration sessions with stakeholders, and performing root cause investigations. Additionally, the selected candidate will support operations through agent coaching, handle front-line contacts regularly to understand the agent perspective, and identify optimization opportunities in content, training, and policy.
Responsibilities
- Evaluate agent contacts and tasks for policy compliance and accuracy
- Analyze customer survey feedback to spot agent coaching opportunities
- Conduct targeted deep dives into low-performing areas and assist with improvement plans
- Participate in internal and external calibration sessions globally
- Mark evaluations fairly and consistently using a predefined quality scorecard
- Perform root cause analysis and deliver actionable insights to stakeholders
- Support operations teams with agent feedback and coaching
- Handle front-line contacts regularly to maintain up-to-date and relevant feedback
- Identify optimization opportunities in training, content, and policy
- Advise operations teams and management by building strong coaching relationships
- Conduct qualitative analysis and produce development plans for the customer journey
Requirements
- Strong commitment to thoroughness and precision
- Outstanding English communication skills
- Capable of inspiring others and fostering change
- Exceptional teamwork and collaboration abilities
- Ability to self-manage tasks and responsibilities
- Proficiency in giving and receiving constructive feedback
- Comfort navigating ambiguous environments
- Experience in a dynamic, high-pressure operations or customer service role with strong critical thinking skills
Qualifications
- Experience using Zendesk
- Intermediate Excel skills
- Working proficiency in Italian, French, or Arabic
Core Skills
Benefits
- Healthcare coverage
- Well-being support
- Parental leave
- Pension plans
- Generous annual leave allowances, including time off for charitable causes
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote or in-office?
This is a hybrid role requiring three days per week in the Manchester office and two optional work-from-home days.
What are the core requirements for this Quality Analyst role?
Candidates must have strong attention to detail, excellent English communication skills, teamwork abilities, self-management skills, and prior experience in a high-pressure customer service or operations environment.
Are there any preferred qualifications for applicants?
Preferred qualifications include experience with Zendesk, intermediate Excel skills, and working proficiency in French, Italian, or Arabic.
What salary is offered for this position?
The job posting does not specify a salary.
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