Senior Quality Assurance Analyst - Service Operations
Job Description
Title: Senior Quality Assurance Analyst - Service Operations
Company Name: foodpanda Bangladesh Limited
Vacancy: 01
Job Location: Dhaka
Employment Status: Full-time
Educational Requirements:
∎ Graduation/Masters/BBA/MBA in any discipline from a well-reputed institute, but preferably CSE
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:
∎ Manage daily/weekly progress reporting and defect tracking and resolution progress
∎ Audit cases rigorously and gives feedback to the concerned employees so that they can improve overall quality
∎ Follow up with the employees who are having any quality issues
∎ Find any procedural issues and provide suggestions for improvements
∎ Guide the CSR to ensure the best quality services for the customer
∎ Arrange team meetings and team training
∎ Initiate different types of processes for achieving quality KPI
∎ Handle the team and take necessary decisions for the team
∎ Attend TOT/Meeting
∎ BPO visit and monitoring
∎ Export data, prepare both detailed and summarized reports and presentations for Manager’s perusal
∎ Work in cross-functional team with an optimistic approach
Additional Requirements:
∎ Age at least 25 years
∎ Both males and females are allowed to apply
∎ Requires minimum 2 years of related quality assurance experience
∎ 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.
Job Source: Bdjobs.com Online Job Posting.
Application Deadline: 1 Dec 2022
Company Information:
∎ 3 Nov 2022
∎ 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
: Apply for immediate appointment.
