Quality Assurance Manager
Job Description
Title: Quality Assurance Manager
Company Name: foodpanda Bangladesh Limited
Vacancy: 1
Job Location: Dhaka
Employment Status: Full-time
Educational Requirements:
∎ Bachelors/Masters in any discipline from a well-reputed institute, but preferably in CSE
Experience Requirements:
∎ At least 5 year(s)
∎ The applicants should have experience in the following area(s):
QC (Quality Control) of Customer Service, Quality Assurance/ Quality Control
Job Context:
∎ foodpanda in Bangladesh is looking for Quality Assurance Manager- Service Operations to join their team immediately. In foopanda Bangladesh, Quality Assurance Manager audits interactions to measure adherence to prescribed company policies and processes. The Manager 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.
Job Responsibilities:
∎ Act as a custodian of SOP across the foodpanda footprint and facilitate roll out/changes in an ever changing fast paced operations environment. Drive effective communication to educate "why" and "how" of the changes effectively
∎ Closely work with BPO partners to design evaluation and training programs that address the critical performance behaviors of employees and monitor the metrics defined for success. Collaboration with the regional team on new changes, audits, and SOPs.
∎ Perform periodic quality audits on audits and measure BPO audits for adherence to agreed SLA and even distribution. Need to visit BPO sites to see their performance and need to collaborate with the BPO leaders.
∎ Track internal and external customer metrics and measure progress, perform continuous process mapping to improve SOP and process.
∎ Strong understanding of process design mapping. Own test of design ; test of effectiveness for process changes. Design test current processes from outside-in ; gather feedback that acts as input for SOP teams.
∎ Investigate the root cause of problems that have occurred and provide actionable insights that can be implemented as viable solutions in a bid for continuous improvement
∎ Prepare and publish accurate data reports to gauge true performance of customer metrics and subsequently improve functions for the company
∎ Prepares quality documentation and reports by collecting, analyzing, and summarizing information and trends
∎ Responsible for driving metric improvement on CSAT, NPS
∎ Meets financial objectives by estimating requirements, preparing annual budgets, and scheduling expenditures.
∎ Review deliverables prepared by the team before passing them to multiple stakeholders.
∎ A team player and data driven decision maker
Additional Requirements:
∎ Age at least 28 years
∎ Both males and females are allowed to apply
Salary: Negotiable
Compensation & Other Benefits:
∎ An attractive remuneration package will be offered. Performance Incentives will be provided.
Job Source: Bdjobs.com Online Job Posting.
Application Deadline: 15 Feb 2023
Company Information:
∎ 16 Jan 2023
∎ 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
:
Deadline Expired on 15th Feb 2023
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