Coordinator, Quality Analyst

Company Description

ABOUT FOODORA: foodora is a quick commerce and delivery company, present in eight countries in Europe - Austria, Czech, Denmark, Hungary, Finland, Norway, Sweden and Slovakia. With the mission to deliver an amazing, fast and affordable experience, foodora aims to give customers more time to focus on what matters most to them, as well as growing along with their partners, riders and community along the way. foodora is part of Delivery Hero, a pioneer quick commerce company, building the next generation of e-commerce across its operations in over 70 countries across Asia, Europe, Latin America, the Middle East and Africa.
For more information, please visit www.foodora.com
foodora is part of the Delivery Hero Group, the world’s leading local delivery platform operating in 70+ countries worldwide

Job Description

Are you a culinary wizard of service, a master chef of customer satisfaction, and a sommelier of quality? Our Service Operations department is looking for someone to take the role of Coordinator, Quality Analyst. If you’re ready to whip up some quality standards and sprinkle in some fun, then we’re hungry to know more about you!

Your mission

• Evaluate communication in chats, emails, and calls at the Contact Center

• Spend most of your time analyzing our chats/calls and emails

• Compilation, analysis, and proactive work to improve quality

• Follow-up and feedback to agents

• Be involved in new processes and training at the Contact Center

• Deliver statistics and reports

• Contribute ideas and new ways of thinking to further improve our quality work

We are looking for a true foodorian who enjoys working in a fast paced environment and dares to go further. To thrive in this role, we believe that you have strong analytical skills and a keen eye for detail. We love to evaluate performance and identify opportunities for improvement, and we hope you do too! If you're service-minded and have a knack for coaching, you will excel in this position. Since you'll be working independently and collaborating with various departments, your ability to guide and support others will be crucial to achieving our goals.

Our selection process is continuous and the ad may close before the recruitment process is completed, if we’ve moved forward to the screening or interview phase.

Our recruitment process will include the following:

📞 Telephone interview - Let’s cover the basics!
💡 Psychometric tests via Alva Labs - We use science-based methodology.
🤝 First interview - Time to know each other a bit better!
💼 Case interview - Do your magic and show us your skills!
✔️ Reference- & background check - Final step before we’ll become colleagues.

Start date: Upon agreement

Qualifications

• Previous experience in call coaching, training, or similar roles

• Experience from customer service and support

• Proficient in Swedish and English, both spoken and written, proficiency in Norwegian will be considered a big plus

Studies have shown that women and some minorities are less likely to apply to jobs unless they meet every qualification. If you are interested in this role and you have most of the skills we’re looking for, we encourage you to apply anyway!

Additional Information

• Wellness allowance topped with the opportunity to participate in many work/life balance initiatives at foodora such as free group training at Sats & reduced price on massage.

• Employee discount at foodora (woho!) and awesome friday breakfasts!

• Occupational pension, incl. premium exemption insurance, accident insurance and life insurance.

• foodora Learning - Monthly learning sessions about different topics, such as the q-commerce industry, negotiation techniques and project management combined with a structured onboarding and inspiring courses within our learning tool Sana

• Great deals at Benify (for e.g. gym membership, e-bikes hotels, audiobooks, streaming services, clothes, kitchen supplies… and so much more!

• Awesome AW’s and (pink) parties!