Deliveroo | Quality Assurance Manager

4 days ago

hong kong, Hong Kong SAR China Deliveroo Full time
Quality Assurance Manager (Contact Centre)

3 days ago Be among the first 25 applicants

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 are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We move fast, value autonomy and ownership, and we are always looking for new ideas.

The Role

As a Quality Manager, you will lead a team of Quality auditors, ensuring their workload is effectively managed and that 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 to deliver a consistently high experience to our customers.

Your responsibilities will include:

  • Leading a team of Quality auditors and providing leadership, coaching, and support.
  • Conducting regular 1:1 coaching sessions and performance reviews.
  • Leading on medium to large cross-functional projects to drive improvements.
  • Facilitating weekly meetings with the Operations team.
  • Leading targeted deep dives on low performing areas and creating improvement plans.
  • Joining calibration sessions with stakeholders globally.
  • Performing root cause analysis and sharing actionable insights.
  • Identifying improvement opportunities in policy, content, and training.
  • Serving as an advisor to Operations teams and management.
  • Performing qualitative analysis to drive continuous improvement.
  • Working with Senior Manager to review frameworks and ensure alignment with company expectations.
  • Building and maintaining strong partnerships with vendor partners.

Requirements

  • Strong analytical, written, and verbal communication skills.
  • 1+ years experience in a people manager role.
  • 3+ years experience in a Quality role, preferably within a contact centre environment.
  • Intermediate Excel or G-sheets skills.
  • Experience using a quality management system.
  • Demonstrates a strong commitment to thoroughness and precision.
  • 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, showcasing strong critical thinking skills.

Preferred but not required

  • Working proficiency in Cantonese.
  • Experience using Salesforce.
  • Comfortable using SQL.
  • Experience working with BPOs.

At 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.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Quality Assurance

Industries

Technology, Information, and Internet

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