Quality Assurance Analyst- Service Operations
Job Description
Title: Quality Assurance Analyst- Service Operations
Company Name: foodpanda Bangladesh Limited
Vacancy: 02
Job Location: Dhaka
Employment Status: Full-time
Educational Requirements:
∎ Minimum Bachelors in Any Discipline
Experience Requirements:
∎ 2 to 4 year(s)
∎ The applicants should have experience in the following area(s):
QC (Quality Control) of Customer Service, QUALITY ASSURANCE
Job Context:
∎ foodpanda in Bangladesh is looking for Quality Assurance Analyst- Service Operations to join their team immediately. In foopanda Bangladesh, Quality Assurance analysts audits 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 experience through providing feedback on SOP, Process and agent behaviour
∎ Auditing a team of front line agents across channels like Chat, Call & Email for transaction quality and SOP adherence for Customer service, partner service & dispatch
∎ To maintain desired levels of productivity & accuracy on audits performed by self
∎ To coach front line agents on overall SOP, Process and new changes
Job Responsibilities:
∎ Performs call monitoring and provides trend data to site management team.
∎ Uses quality monitoring data management system to compile and track performance at team and individual level.
∎ Performs monitors of customer care / vendor & dispatcher email responses.
∎ Participates in call listening/ interaction deep dive programs to identify customer needs and expectations.
∎ Provides feedback to call center team leaders and managers.
∎ Prepares and analyzes internal and external quality reports for management staff review.
∎ Perform other duties as assigned.
∎ Participate in calibration calls to improve overall understanding & usage of QA Scorecard
Additional Requirements:
∎ Both males and females are allowed to apply
∎ You will need to excellent communication skills in Bengali and have negotiation/sales skills.
∎ Work experience as a Recruiter or Sales/ Tele Sales/ Good Customer Service Experience
∎ Hands on experience with various selection processes (phone interviewing, reference check etc)
Salary: Negotiable
Compensation & Other Benefits:
∎ An attractive remuneration package will be offered. Performance Incentives will be provided.
Application Deadline: March 26, 2020
Company Information:
∎ foodpanda Bangladesh Limited
∎ Business : foodpanda (in Asia and Europe) and hellofood (in Middle East), is a global online food delivery marketplace headquartered in Berlin, Germany. It is part of the DELIVERY HERO GROUP, which is headquartered in Berlin, Germany. The DELIVERY HERO GROUP is currently processing over 20 million orders per month across more than 50 countries and experiencing phenomenal growth.
foodpanda Bangladesh is the leading online food delivery marketplace in Bangladesh. It is partnered with hundreds of restaurants and offers customers the most convenient food ordering and delivery experience in Bangladesh. It is operational in Dhaka, Chittagong and Sylhet.
foodpanda group is part of the Delivery Hero group which is the largest food delivery company in the world. For more information, please visit www.foodpanda.com and www.deliveryhero.com
Category: Customer Support/Call Centre
Read Before Apply: Apply for immediate appointment.
Source: bdjobs.com
Deadline Expired on 26th Mar 2020
Similar Jobs
Team Leader, Customer Care
Executive (Night Shift)
Call Center Representative- Tele Sales
Jr. Executive/ Executive - Call Center
Travel Counselor - Sales Executive (Night Shift)
Executive/Sr. Executive (Customer Service, Export)
Contact Center Agent
Executive, Customer Relationship Management (Tech Sales)
Aftersales, Executive
Customer Relationship Manager / Executive
Customer Relationship Executive - Team Lead
Customer Relation Executive
Customer Relation Manager
Scribe
Customer Relationship Officer(Female)
Customer Service Executive
Customer Service Representative
Customer Service Officer
Customer Support Specialist
Customer Service Representative
Executive (Customer Care and Audit Department)
Online Product Sales Agent / Sales Officer (SO)
Officer/Sr. Officer, Customer Service
Customer Service Officer
Customer Service Representative
Asst. Manager, Customer Care
Manager, Customer Care
Facebook Group