Company Description

“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

Job Description

DUTIES AND RESPONSIBILITIES:

Performs 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.
Performs monitors of Call, and email responses.
Participates in call listening/ interaction deep dive programs to identify vendors needs and expectations.
Provides feedback to commercial operation team leaders and managers.
Analyse vendors' pain points and work together with sales enablement (training team) to find a solution for the issues identified.
Flag non performing agents & support performance with coaching & feedback interventions via team leader or trainer.
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
Perform QA scorecard review for all new joiners

REQUIREMENTS:

Able to speak and write in "Thai"
Ability to speak, read & write in required language Is mandatory
Minimum 1-year handling sales team or been in sales environment
Training skills is a plus

Additional Information

Vendor Experienced Executives (QA) audit interactions to measure adherence to prescribed companycpolicies and processes. The analyst is a flag bearer for the Foodpanda brand and evaluates interactions with an objective of improving overall customer experience through providing feedback on SOP, Process and agent behavior for both compliance and sales improvement.

1. Auditing a team of front line agents across commercial for all sales transaction quality and SOP adherence for Commercial Operations 2. To maintain desired levels of productivity & accuracy on audits performed by self 3. To coach front line agents on overall SOP, Process,new changes and sales skills improvement 4. Perform VOC analysis to identify the root cause of vendor pain & flag potential issues