Quality Analyst - Maternity Cover

Our mission is to be the definitive food company. We are transforming the way the world eats by making food more convenient and accessible. We give people the opportunity to eat what they want, as they want it, when and where they want it.

We are a technology-driven company at the forefront of one of the most rapidly expanding industries in the world. We’re still a relatively small team, but with big ambitions — and even bigger opportunities ahead.

The Role

A PSC agent provides support for our Partners, and when things don’t go as expected, we want to ensure they’re properly looked after. The Quality team plays a key role in making sure every partner interaction is handled correctly and in line with our expectations and policies.

As a Quality Analyst , your mission will be to ensure a consistently high-quality experience for our partners. You'll set a standard of excellence in the team, support frontline agents, and deliver insights to improve both processes and partner satisfaction.

What you'll be doing :

Evaluate partner interactions and tasks to ensure alignment with company policies and quality standards

Perform deep dives into underperforming areas and help implement improvement plans

Join calibration sessions with internal and external global stakeholders to align on quality criteria and performance

Apply and enforce consistent scoring using predefined quality scorecards

Conduct root cause analyses and provide actionable insights to key stakeholders

Support Operations teams with coaching, development plans, and feedback to drive continuous improvement

Regularly handle frontline contacts to stay connected to the agent experience and ensure feedback is grounded and relevant

Identify opportunities for improvement in policy, content, and training based on quality and survey feedback

Act as a trusted advisor to Operations through strong relationships and ongoing coaching

Use qualitative analysis to support continuous improvement of the partner experience

Requirements :

Strong attention to detail and a commitment to accuracy

Excellent communication skills in Italian

Ability to motivate others and drive change

Strong collaboration skills and team player mindset

Comfortable with self-management and taking initiative

Experience giving and receiving constructive feedback

Comfortable working in ambiguous or evolving environments

Previous experience in fast-paced roles such as Operations, Customer Service, or Partner Services , with strong critical thinking skills

Preferred but not essential :

Experience with Salesforce

Working proficiency in a second language ( French, English, Dutch, or Arabic )

At Deliveroo, we know that people are the heart of the business, and we prioritise their well-being. Benefits may vary by country, but we typically offer a range of support in areas including healthcare, well-being, parental leave, pension schemes, and generous time off — including time dedicated to volunteering for a cause you care about.

Please ask your recruiter for the specific benefits available in your country.

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