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SalaryCustomer experience is critical to our operation. At Just Eat, we pride ourselves on a seamless customer experience and view our restaurants as Partners. Without a strong customer service team, none of this would be possible. As a Quality Auditor, you would be responsible for auditing performance as part of the evolution of our BPO QA teams & CS teams, ensuring delivery of customer care across voice and written communication channels is of the highest standard. Supporting our BPO partners in driving alignment and providing real-time support complimented with insight and reporting.
Our story (the bitesize version):
At Menulog we’re delivering delicious dishes to thousands of food lovers every day; from brilliant burgers to superb sushi. With more than 38,000 restaurant partners across ANZ, we pride ourselves on providing amazing food experiences every day.
The secret to our success is great people. From analytical gurus to marketing maestros and sales specialists. Our talented teams are working together to make Menulog the biggest food delivery service in Australia and New Zealand. This is where you come in!
All about the role:
In this role, we're counting on you to:
- Help create a world-class customer service operation by driving quality in all voice, chat and email contact between Just Eat Takeaway.com’s Customers and Restaurant Partners.
- Providing an onshore support function to our BPO partners
- Measure alignment & accuracy of BPO QA teams against scorecards
- Monitor and appraise the quality of our Customer Care team; including, Inbound Calls, Outbound Calls, Live Chat and Email.
- To measure the end-to-end quality and execution of all operational processes, applying assessment against pre-existing scorecards.
- To provide feedback to Customer Care agents and Operations staff, coaching quality and driving improvements in working practice.
- To provide support and help develop agents through feedback and support, ensuring process knowledge is up-to-date and handling of contacts is in line with company expectations.
- Working closely with our BPO leadership to ensure that auditing is balanced across all areas and focused when required.
- Attending and driving calibration sessions both internally and with our BPO partners to ensure alignment and consistency across QA internationally.
- Reviewing and determining appeal outcomes on audits completed.
- Supporting with performance management when agents are consistently not up to our expected standards, and are not responding to support and feedback.
- Completing deep dives on escalated complaints and passing back relevant feedback to stakeholders involved identifying issues with performance trends or process.
- Coaching focussed approach to drive performance & alignment
- Collaborating with colleagues across functions and utilising insight to influence business change
Ready to take the lead? Here is what we need from you:
- Passion for driving quality and always striving to help create a world-class customer service operation
- Excellent communication skills both written and verbal with strong attention to detail
- Work with integrity and strict confidentiality.
- Approachable with a fun and vibrant outlook to engage with our customer service agents
- Self motivated, as well as the ability to work in a team environment and motivate others
- Maintain a high standard and ‘Lead by Example’ in everything you do.
- Be able to grasp internal processes quickly and apply working in a fast-paced environment
- Ability to prioritise and manage own workload and be adaptable to change and work autonomously.
- Experience monitoring contacts and providing feedback preferable or be able to demonstrate core coaching principles
- Keen to be an expert in process and a strong understanding of all tasks audited
- Be part of a close-knit team who are driven to make a difference
Agency recruiters will not be used to fill this position.
Menulog prides itself on its positive culture. We value openness and transparency. While it is not necessarily a determining or disqualifying factor for any role, Menulog may require you to complete a Criminal Background Check.
About Menulog
Menulog is an app-based food delivery service offering Australians and Kiwis the greatest choice of restaurants and cuisines. Menulog connects millions of active customers with more than 38,000 local restaurants across ANZ.
Born in Australia more than 16 years ago, and launching in New Zealand in 2009, Menulog is now part of Just Eat Takeaway.com, a leading global online food delivery marketplace.
As the Menulog business continues to grow at an impressive rate, we’re always on the lookout for energetic, talented and passionate people to join our ever-growing team. We’re a fast-paced, forward-thinking, entrepreneurial business, providing an incredible working environment as well as fantastic opportunities for career development and growth.
We provide a flexible work environment and a number of employee benefits, including allowance for Menulog meals, flexible working arrangements, birthday leave, paid parental leave, free training courses, mental health programs and more.
Diversity, Inclusion & Belonging
No matter who you are, what you look like, who you love, or where you are from, you can find your place at Menulog. We’re committed to creating an inclusive culture, encouraging diversity of people and thinking, in which all employees feel they truly belong and can bring their most colourful selves to work every day.
Take a look at our I,D&B approach !
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