Customer Experience Executive

foodpanda hk; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

foodpanda is seeking a Quality Assurance Analyst to enhance customer and rider experiences through detailed monitoring and coaching of front-line agents. This role involves auditing, trend analysis, and active engagement in performance improvement initiatives, ensuring adherence to SOP and customer satisfaction.

Qualifications

• Ability to speak, read & write Urdu and English is mandatory.
• Good customer service skills and dedication to providing exceptional customer care.

Responsibilities

• Audit interactions to measure adherence to company policies.
• Coach front line agents on overall SOPs and new changes.
• Analyze CSAT ratings to identify customer pain points.

Skills

Customer service skills

Urdu proficiency

English proficiency

Job description

About the opportunity

Quality 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 self

To coach front line agents on overall SOP, Process and new changes

Perform analysis to identify the root cause of potential issues. Partner with internal stakeholders to drive CSAT improvement projects

DUTIES 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.

• Analyze CSAT ratings for the country/ BPO to identify customer pain points.

• Flag non performing agents & support performance with coaching & feedback interventions via team leader

• Participate 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 Scorecard

REQUIREMENTS:

• Ability to speak, read & write Urdu & English Is mandatory

• Good customer service skills and dedication to providing exceptional customer care

Who we are

“To be the most loved everyday food and groceries destination!” - that’s our mission at foodpanda (small ‘f’).

foodpanda is the largest food and grocery delivery platform in Asia, outside of China. Operating in more than 400 cities across 11 markets, we continue to expand and grow in our core food delivery business, as well as in new verticals like grocery deliveries, with a strong tech infrastructure at our core. From our restaurants-partners, cloud kitchens and cloud grocery stores — foodpanda is just one tap away, getting everything you need into your hands quickly and conveniently!

If you love working with technology to create solutions and are not afraid to roll up your sleeves to get things done, you will find your tribe here at foodpanda. foodpanda comprises of people from more than 60 nationalities, and we believe in winning through diversity.
foodpanda is part of the Delivery Hero Group, the world’s leading local delivery platform operating in 70+ countries worldwide