Deliveroo is hiring a Quality Analyst for its contact centre in Manchester (hybrid - three days a week in the office). The Quality team makes sure customers, riders and restaurant partners are looked after properly when they get in touch.

What you'd do:

Review contacts handled by care agents to check they follow policy
Read customer survey feedback and spot coaching needs
Look into weak areas and help build improvement plans
Take part in calibration sessions with teams worldwide
Handle front-line contacts regularly to stay close to the agent experience

What they ask for:

Experience in a fast-paced operations or customer service role, with strong critical thinking
Excellent English, attention to detail and confidence giving feedback
Zendesk, intermediate Excel and a second language (Italian, French or Arabic) are a plus but not required

Salary is not stated on the job page.

Apply directly on Deliveroo's website using the button on this page.

Quality Analyst - Contact Centre

About this role