Quality Assurance Manager (Contact Center)

Why Deliveroo?

Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.

We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.

The Role

Our agents provide support for our Customer's, Riders and Partners, and if things don’t go as expected we want to make sure they are taken care of if there is a need to contact us. The Quality team is instrumental in ensuring those contacts are handled correctly and in line with our policies and expectations. The primary goal of the Quality team is to set a standard of excellence within the team in order to deliver a consistently high experience to our customers, supporting managers to maintain these standards at all times

As a Quality Manager you will:

• Lead a team of Quality auditors, ensuring their workload is effectively managed
• Provide leadership, coaching and support to your team, and develop plans to achieve targets
• Conduct regular 1:1 coaching sessions and performance reviews with your direct reports and provide performance updates to senior management
• Lead on medium to large cross functional projects from analysis which drive agent, customer and business improvements
• Facilitate weekly meetings with the Operations team to discuss both opportunities as well as WoW progress
• Lead targeted deep dives on low performing areas and create improvement plans
• Join calibration sessions with relevant internal and external stakeholders globally to ensure alignment on quality and performance
• Routinely perform root cause analysis and share actionable insights with stakeholders
• Identify improvement opportunities in policy, content and training through Quality and CSAT feedback
• Serve as an advisor to our Operations teams and management by building strong relationships focused on positive feedback and coaching closed-loop processes.
• Perform qualitative analysis to drive continuous improvement; produce development plans by identifying pain points and areas for optimisation within the customer journey.
• Work with Senior manager to continuously review framework to ensure it aligns with company expectations, especially in terms of CX and adherence to policies
• Work with Senior Manager to ensure corrective actions are delivered in a timely manner, both internally and externally
• Build and maintain strong partnership with our vendor partners to drive the accuracy of vendor audits

Requirements

• Working proficiency in Cantonese
• Strong analytical, written and verbal communication skills, to clearly present ideas, theories, and projects to senior management and operational teams.
• 1+ years experience in a people manager role.
• 3+ years experience in a Quality role, preferably within a contact centre environment
• Intermediate Excel or G-sheets skills
• Experience using a quality management system
• Demonstrates a strong commitment to thoroughness and precision
• Capable of inspiring others and fostering change
• Exceptional collaborative abilities within a team
• Skilled in self-managing tasks and responsibilities
• Proficient in providing and receiving constructive feedback
• Can navigate in an ambiguous environment 
• Seasoned in a dynamic and high-pressure role, specifically in Operations, Customer Services, or Partner Services, showcasing strong critical thinking skills

Preferred but not required

• Experience using Salesforce
• Experience using Zendesk
• Comfortable using SQL

Workplace & Benefits
At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.