About the company
foodora is part of the Delivery Hero Group, the world's pioneering delivery platform operating in more than 70 countries. Headquartered in Berlin, Germany, listed on the Frankfurt Stock Exchange since 2017 and part of the MDAX index.
Responsibilities
- Lead daily operational activities of the Vendor Operations QA team, managing resources, capacity planning, and training strategies
- Organize weekly 1-on-1 meetings, team meetings, and daily check-ins
- Motivate, coach, and support QA Analysts to improve performance, productivity, and evaluation accuracy
- Ensure team audit targets are met while monitoring key quality metrics (AHT, audit completion rates, evaluation accuracy)
- Oversee evaluation of client interactions, content management, and partner care across chat, call, and email
- Perform spot checks on QA evaluations and lead calibration sessions
- Manage complaint-handling processes and resolve escalations
- Guide deep-dive analyses to identify process gaps and root causes of dissatisfaction
- Collaborate with stakeholders to design and implement service improvement initiatives
- Track, analyze, and report quality trends at team and individual levels
- Use Microsoft Excel, Google Sheets, Salesforce, and QA monitoring tools for analysis and reporting
- Maintain communication with stakeholders and BPO teams across multiple countries
Requirements
- Proven experience in quality assurance, auditing, or customer service operations with leadership/Team Lead background
- Full professional proficiency in English (written and verbal)
- In-depth understanding of multi-channel support processes (chat, call, email) and quality metrics (AHT, Quality Score, Audit Completion)
- Advanced proficiency in Microsoft Excel, Google Sheets, and Salesforce
- Experience using QA monitoring tools and software
- Detail-oriented with strong analytical and problem-solving skills
- Outstanding leadership, coaching, and stakeholder management skills