Senior Coordinator, Rider Experience

Quality Assurance analysts audit 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 rider experience through providing feedback on SOP, Process and agent behavior

• Auditing a team of front line agents across channels like Chat, Call & Email for transaction quality and SOP adherence for rider service
• To maintain desired levels of  productivity &  accuracy on audits performed by self
• To coach front line agents on overall SOP, Process and new changes 
• Perform deep dive analysis to identify the root cause of vendor pain & flag potential issues. Partner with internal stakeholders to drive RSAT improvement  projects

DUTIES AND RESPONSIBILITIES:

• Performs call monitoring and provides trend data to the site management team.

• Uses quality monitoring data management system to compile and track performance at team and individual level.

• Performs monitors of vendor care chat, Call, and email responses.

• Participates in call listening/ interaction deep dive programs to identify rider needs and expectations.

• Provides feedback to call center team leaders and managers.

• Analyze CSAT ratings for the country/ BPO to identify vendor pain points. 

• Flag non performing agents & support performance with coaching & feedback interventions via team leader

• Participate in weekly calibrations/ performance review calls with BPO partner to measure/track or implement improvement initiatives 

• Participate in  calibration calls to improve overall understanding & usage of QA Scorecard

REQUIREMENTS:

•  Ability to speak, read & write Khmer & English Is mandatory

• Good rider service skills and dedication to providing exceptional rider care

foodpanda 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.