Quality Auditor - Just Eat Takeaway.com
- Recruiter
- Just Eat
- Location
- Sunderland
- Salary
- Competitive
- Posted
- 11 Jun 2021
- Closes
- 05 Jul 2021
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
We are committed to bringing emerging talent into our business, as well as retaining and developing our existing colleagues, with the potential to be tomorrow's leaders of Just Eat.
The opportunity
Concentrix recruiting Quality Auditors for Just Eat Takeaway.com
Department: Customer Services
Reports to: Quality Team Leader
Location: Sunderland, North East England
Salary: GBP26,000
The Opportunity
Customer experience is critical to our operation. At Just Eat, we pride ourselves on a seamless customer experience and view our restaurants as Partners. Without a strong customer service team, none of this would be possible.
As a Quality Auditor, you would be responsible for the auditing of agent performance as part of the evolution of our CS teams, ensuring delivery of customer care across voice and written communication channels is of the highest standard. Your contract of employment will be with Just Eat Takeaway.com.
Key Responsibilities
??? Help create a world-class customer service operation by driving quality in all voice, chat and email contact between Just Eat Takeaway.com's Customers and Restaurant Partners.
??? Monitor and appraise the quality of our Customer Care team; including, Inbound Calls, Outbound Calls, Live Chat and Email.
??? To measure the end-to-end quality and execution of all operational processes
applying assessment against pre-existing scorecards.
??? To provide feedback to Customer Care agents and Operations staff, coaching
quality and driving improvements in working practice.
??? To provide support and help develop agents through feedback and support
ensuring process knowledge is up to date and handling of contacts is in line with company expectations.
??? Working closely with our QA Analysts to ensure that auditing is balanced across all areas and focused when required.
??? Attending and driving calibration sessions both internally and with other sites to ensure alignment and consistency across QA nationally.
??? Reviewing and determining appeal outcomes on audits completed.
??? Being part of performance management when agents are consistently not up to our expected standards and are not responding to support and feedback.
??? Completing deep dives on escalated complaints and passing back relevant
feedback to stakeholders involved identifying issues in performance or process
Required skills and experience
Your Profile & Experience
??? Passion for driving quality and always striving to help create a world-class
customer service operation
??? Excellent communication skills both written and verbal with strong attention to
detail
??? Work with integrity and strict confidentiality.
??? Approachable with a fun and vibrant outlook to engage with our customer service agents
??? Self motivated, as well as the ability to work in a team environment and motivate
others
??? Maintain a high standard and 'Lead by Example' in everything you do.
??? Be able to grasp internal processes quickly and apply working in a fast paced
environment
??? Ability to prioritise and manage own workload and be adaptable to change.
??? Experience monitoring contacts and providing feedback preferable or be able to
demonstrate core coaching principles
??? Keen to be an expert in process and a strong understanding of all tasks audited
??? Be part of a close knit team who are driven to make a difference
If you have any questions you are welcome to contact us on .