When you think of food delivery in the MENA region, we'd be pretty surprised
if talabat didn't pop into your mind first! Since delivering our first order
in Kuwait in 2004, we've grown quite a lot over the past 17 years.
Today, we deliver hundreds of millions of food orders, grocery items and other
products per year, to our customers in nine countries throughout the region
with more than 3,000+ employees! Our food delivery business works with over
27,000 brands and almost 50,000 branches, while our q-commerce concept,
talabat mart, now delivers groceries to customers in Bahrain, Egypt, Jordan,
Kuwait, Oman Qatar, and the UAE in 30 minutes or less!
Our philosophy is to make sure we do what is right for our ecosystem - our
customers, our partners, our people, our riders, and the communities in which
we operate. Our #techforgood program allows our customers a safe and
convenient way to contribute to important causes in their community through
donating to local and international charities directly on talabat with a focus
on food insecurity in the region. Since its inception in 2020, we have
facilitated the donation of well over 1 million meals to those in need, as
well as donated over $1.5 million to charity with the help of our partners and
customers. talabat is part of Delivery Hero, the global leader in online food
delivery and q-commerce.
Role Summary
Quality Coordinator is responsible for monitoring transactions to make sure
that the best service is delivered to our customers along with certifying new
trainees joining the floor. Other tasks are included with details below.
What 's On Your Plate?
* Monitors, either remotely or on a recorded basis, and evaluates agent's performance (script, data, process consistency, product knowledge) on the program level for voice and non-voice transactions using all related systems.
* Analyzes quality variations from metrics and documents quality-related problem cases.
* Adheres to monitoring sample size.
* Certify trainees after the shadowing process.
* Assures that data entered on the system is accurate and follows the defined entry standards.
* Logins based on defined login hours and under rules
* Reviews k-bases, scripts, and CRMs in order to address any gap to the account manager to enhance process and quality.
What Did We Order?
* Education level: University graduates.
* Language: Excellent to Fluent English is a must.
* Years of experience: Minimum of 6 months in Quality
* Field of experience: Preferably E-Commerce / telecommunication / Customer Service.
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