SMB Quality Analyst - French Speaking

Manchester, England, United Kingdom

Apply with AI Apply

Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Food Delivery, Biotechnology, Restaurant PartnershipsIndustries

Requirements

Candidates must be fluent in both French and English and have prior experience in an analytical, quality-focused role within a contact center environment. Familiarity with Learning & Development practices, platforms, and various coaching models such as GROW and Solution Focused is desired. Experience in future-proofing operations and identifying necessary next steps is also a plus.

Responsibilities

The Quality Analyst will monitor and evaluate agent interactions across multiple business functions, ensuring clear documentation and SMART actions are recorded. They will support daily contact center operations by implementing quality analysis frameworks and providing feedback to operational leaders for improvement plans. Responsibilities include coaching agents, delivering constructive feedback, participating in calibration sessions, and partnering with L&D teams to identify skill gaps and develop relevant content.

Skills

Quality Analysis

Coaching

Feedback

Documentation

French

Customer Service

Performance Monitoring

Deliveroo

Online food delivery connecting customers and restaurants

About Deliveroo

Deliveroo connects customers with a variety of restaurants through its online food delivery service. Customers can place orders via the Deliveroo website or mobile app, which are sent to partner restaurants for preparation. Once the food is ready, Deliveroo's network of delivery riders brings it directly to the customer's home. This system allows restaurants to expand their reach without handling their own delivery logistics. Deliveroo earns money by charging restaurants a commission on orders and customers a delivery fee. They also offer a subscription service, Deliveroo Plus, which gives customers unlimited free delivery for a monthly fee, encouraging loyalty and providing consistent revenue. Additionally, Deliveroo engages in community initiatives, such as providing free meals to NHS workers during the pandemic, which helps build a positive public image and strengthen community relationships.

London, United KingdomHeadquarters

2013Year Founded

$1,569.6MTotal Funding

IPOCompany Stage

Food & Agriculture, Consumer SoftwareIndustries

5,001-10,000Employees

Benefits

Health Insurance

Paid Vacation

Parental Leave

Family Planning Benefits

Risks

Increased competition from Uber Eats and Just Eat threatens market share.

Rising operational costs due to inflation may impact profit margins.

Potential regulatory challenges could increase labor costs for delivery riders.

Differentiation

Deliveroo offers a diverse range of cuisines, from fast food to high-end dining.

The company partners with non-food brands, expanding beyond traditional food delivery.

Deliveroo's three-sided marketplace connects customers, restaurants, and delivery riders efficiently.

Upsides

Partnerships with brands like Accessorize diversify revenue and expand market reach.

Deliveroo Plus subscription service boosts customer loyalty and provides recurring revenue.

AI integration enhances delivery efficiency and reduces operational costs.

Land your dream remote job 3x faster with AI

Try Jobo Free