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.

Quality Team Lead - Contact Centre (rare opportunity)This is a Hybrid role - 3 days in our London HQ or Manchester officeThis role offers a annual bonus + benefits 

The Role

A Care agent provides 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 Team Lead you will:

• Lead a team of Quality and Compliance 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 managementLead on small cross functional projects from analysis which drive agent, customer and business improvements
• Facilitate monthly continuous improvement meetings with the stakeholders to discuss both improvement opportunities as well as MoM progress
• Lead targeted deep dives on low performing areas and create improvement plans
• Lead 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
• Hold agents and vendors to account, whilst ensuring fair and consistent marking against the predefined quality scorecard
• 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
• Drive improvement opportunities in policy and process that minimises risk to the business
• Perform qualitative analysis to drive continuous improvement; produce development plans by identifying pain points and areas for optimisation within the customer journey
• Ensure feedback is always relevant, realistic and up to date by regularly handling front line contacts to fully understand the agent experience

Requirements:

• 2+ years experience in a Quality role, preferably within a contact centre environment
• Demonstrates a strong commitment to thoroughness and precision
• Outstanding communication skills (both written and verbal)
• 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
• Proficiency with Google Suite
• Intermediate Excel or Google sheets skills
• Working proficiency in a second language (French, Italian, Dutch, Arabic, Cantonese)

Workplace & BenefitsAt 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.

Benefits : 

• 25 days holiday, paid bank holidays, pension, life, health & dental insurance
• Deliveroo Plus subscription, benefits including discounted gym subscription, wellbeing
• Employee assistance program, Cycle-to-work scheme
• Company-paid team meals and nights out
• Online learning courses

DiversityAt Deliveroo, we believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest-growing businesses in a rapidly growing industry.We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.

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