About the opportunity
Are you passionate about customer experience, data, and service quality?
Do you get excited about diving into root causes, spotting patterns, and helping teams grow through meaningful insights?
We’re on the lookout for a Quality Assurance (QA) Associate to join our high-performing Customer Experience team at efood!
In this role, you’ll play a key part in improving the quality of support provided by our customer-facing teams. From conducting audits and investigating CSAT issues, to leading root cause analyses and shaping feedback, your work will have a direct impact on how thousands of people experience efood.
What you’ll be doing:
Monitor and evaluate interactions between our agents and customers, ensuring quality standards are consistently met
Provide data-driven, actionable feedback to help operations agents improve performance
Utilize AI-powered tools to enhance QA tactics, streamline evaluations and dive deeper into customers feedback
Analyze audit results and CSAT trends to identify patterns, opportunities, and root causes
Lead Root Cause Analyses (RCA) on customer satisfaction (CSAT) issues and escalate recurring problems to stakeholders
Prepare and share monthly CSAT reports and quality insights with business and operations leaders
Participate in calibration sessions with QA peers to maintain fairness and consistency in evaluations
Support new agents or teams via ad hoc shadowing during high-impact moments
Contribute to a positive quality culture by collaborating with cross-functional teams and staying current with QA practices
As part of the QA Team, you will directly contribute to the success of our service strategy by ensuring that our operational teams deliver upbeat, consistent, and customer-centric experiences
What you need to be successful
Bachelor's degree in Business Administration or Education or related field
Experience of at least 1 year in Customer care and/or Quality for customer care departments
Strong computer skills including MS Office, Google Workspace, customer service software, and tools
Familiarity with QA platforms: Playvox, Scorebuddy, Klaus, Maestro, Observe.ai
Experience with AI tools to support quality assurance, customer experience insights and sentiment analysis
Ability to interpret QA and CSAT data, experience with Excel, Google Sheets, or basic SQL
Familiarity with tools like Zendesk, Salesforce, Freshdesk, and Genesys
Fluency in English (spoken & written), additional languages are a plus
Who we are
efood is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.
What's in it for you
We recognize good work and we want our people to feel appreciated! That’s why we offer an attractive remuneration package for what you bring in! 💰
We share a passion for food, so you will certainly appreciate the ticket restaurant card 💳 to spend in restaurants and/or food supplies. We are efooders after all!
We take care of you with Private Medical & Life Insurance from day #1 to keep you healthy and safe! 🍎
We prioritize your mental health 🧠 and offer round-the-clock access to an online mental health platform. You can schedule unlimited therapy sessions with certified psychologists and coaching sessions with experienced coaches.
We want you to grow with us 🚀 ! And to help you keep improving, we provide you access to our online training platform where you can study 📖 topics for your personal and professional growth!
Are you a cappuccino lover ☕? Do you desperately want a cookie? Our inhouse cafeteria got you covered!
If you want to stay in shape 🏋️ , our in-house gym awaits you fully equipped!
We are passionate about exploring, growing & learning and our Global Mobility plan is created to help our people find their purpose around the world! 🌎
Saving for the future? We’ve got your back! Our Pension Plan helps you invest in tomorrow while you enjoy today! 💼
Life @efood:
At efood, no day is the same as the day before!
At efood, we constantly have chances to raise the bar improving, innovating, and challenging ourselves to grow! 🏔️
We take ownership of what we do, embracing challenges, and making things happen! ✔️
We move with pace to deliver value fast, which keeps us ahead, always balancing speed with quality! 🚀
We stay humble ❤️ as we grow and dive deep🔍 in situations, asking questions & exploring beyond the surface to get the best solutions!
We bring good vibes by lifting each other up, focusing on what’s possible, and being the kind of teammate everyone wants on their side! 🙏
We’re a fast-growing, dynamic team where every efooder has the opportunity to shine, grow, and be part of something exciting.
Hungry enough to join us?
efood collects and processes personal data in accordance with applicable data protection laws. If you are a European Job Applicant see the privacy notice for further details.
