Executive, Customer Experience

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. Job DescriptionQuality 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 customer and 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 Customer service To maintain desired levels of productivity & accuracy on audits performed by selfTo coach front line agents on overall SOP, Process and new changesPerform analysis to identify the root cause of potential issues. Partner with internal stakeholders to drive CSAT improvement projectsDUTIES AND RESPONSIBILITIES :

Performs chat & call monitoring and provides trend data to the site management team. Uses a quality monitoring data management system to compile and track performance at team and individual level. Participates in call listening/ interaction deep dive programs to identify rider needs and expectations. Analyse CSAT ratings for the country/ BPO to identify customer pain points. Flag non performing agents & support performance with coaching & feedback interventions via team leaderParticipate 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 ScorecardREQUIREMENTS:

Ability to speak, read & write Lao & English Is mandatoryGood customer service skills and dedication to providing exceptional customer care