SMB Hub | Quality Assurance Executive

Language Requirements | English and French

The Team

The Small Medium Business (SMB) team are responsible for Deliveroo's relationships with thousands of independent restaurant and retail partners that operate on the Deliveroo marketplace in several markets across Europe, ensuring that they continue to grow and operate well. The SMB team spans the full life-cycle of partner interactions from initial acquisition, onboarding, reactive support and proactive account management. We do this through our in-house contact centre based in Manchester and in collaboration with our third-party contact centre providers.

The Role

As one of our Quality Assurance Executive, you will form part of a team who are focused on driving quality conversations throughout our European and UKI operations, as you will monitor and evaluate both inbound and outbound interactions for agents across three business functions. You will work with the department leaders to provide a closed feedback loop process, allowing our front end-users to have tangible feedback that inspires actions to deliver better results for our restaurant partners. You will work toward excellence by carrying out coaching conversations, and setting a high bar for written documentation, that allows our operations to identify trends that can be addressed through relevant Learning and Development support. You will report to the Operations Manager.

What you will do

• Monitor and evaluate agent interactions with our restaurant partners, ensuring clear documentation is recorded with SMART actions; reviewed promptly
• Support the daily Contact Centre operations; ensure the teams are set up for success by supporting design and implementing quality analysis frameworks
• Implement a clear feedback process that enables operational leaders to action improvement plans that achieve better results
• Coach end-users and deliver constructive feedback to support transformed behaviours through action plans
• Participate in performance calibration sessions and employee communication sessions
• Support Team Leaders with underperforming agents by providing additional resource to assess live interactions and provide feedback accordingly
• Championing change and leading on identifying new ways of growing quality throughout operations, ensuring we have the right tools and content to support our agents in having excellent conversations allowing our restaurant partners to grow their business
• Partner with the Learning & Development and Operational teams, providing skill gap analysis to support these teams produce relevant content that builds the capability of our agents
• Provide accurate and regular reports, sharing important insights with the leadership team

Desired experiences and skills

• Experience working in an analytical, quality role
• Experience working within Contact Centre environments
• Can speak fluent French and English
• Experience with L&D practices and platforms, including tools to support end-users
• Can think of next step needed to be taken to future proof the operations
• Experience with a variety of coaching models, including the GROW and Solution Focused models

Benefits and Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a range of 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 the desire to be part of one of the fastest growing startups in an exciting space.