Quality Analyst Hybrid (Manchester) for CX Excellence

Deliveroo PLC; Manchester; Hybrid; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Healthcare

Well-being benefits

Parental leave

Pension plan

Generous annual leave

Job summary

Deliveroo PLC is seeking a Quality Analyst to join the Global Quality team in Manchester. The role focuses on evaluating agent performance, driving process improvements, and coaching across Customer, Rider, and Partner touchpoints.

You will participate in calibration sessions with internal and external stakeholders, perform root-cause analyses, and help shape policies and training to raise service quality. This is a hybrid position with three days in the Manchester office and two remote days.

Qualifications

• Demonstrates a strong commitment to thoroughness and precision.
• Outstanding communication skills in English.
• Capable of inspiring others and fostering change.
• Exceptional collaborative abilities within a team.
• Skilled in self-managing tasks and responsibilities.
• Proficient in providing and receiving constructive feedback.

Responsibilities

• Evaluate and ensure contacts and tasks handled by agents are completed correctly and in line with policies.
• Review customer survey feedback and identify coaching opportunities.
• Perform targeted deep dives on low performing areas and support improvement plans.
• Join calibration sessions with stakeholders globally to align on quality and performance.
• Set a standard of excellence and ensure fair, consistent marking against the quality scorecard.
• Conduct root cause analysis and share actionable insights with stakeholders.
• Hold agents and vendors to account and drive improvement with feedback to Operations.
• Support Operations with agent coaching and feedback to drive improvements.
• Ensure feedback is relevant and up to date by understanding the agent experience.
• Identify improvement opportunities in policy, content and training through Quality feedback.
• Serve as an advisor to Operations with strong relationships and coaching loops.
• Perform qualitative analysis to drive continuous improvement and develop action plans.
• This is a Hybrid role - work 3 days a week in Manchester with 2 optional WFH days.

Skills

Attention to detail

Strong English communication

Collaboration

Feedback skills

Adaptability

Operations/customer service experience

Job description

Deliveroo PLC is seeking a Quality Analyst to join the Global Quality team in Manchester. The role focuses on evaluating agent performance, driving process improvements, and coaching across Customer, Rider, and Partner touchpoints.

You will participate in calibration sessions with internal and external stakeholders, perform root-cause analyses, and help shape policies and training to raise service quality. This is a hybrid position with three days in the Manchester office and two remote days.