Quality Assurance Executive, Sales Enablement - Thai

About the opportunity

DUTIES AND RESPONSIBILITIES :

• Perform call monitoring and provide trend data to the site management team.
• Use a quality monitoring data management system to compile and track performance at team and individual levels.
• Monitor calls and email responses.
• Participate in call listening and interaction deep dive programs to identify vendors' needs and expectations.
• Provide feedback to commercial operation team leaders and managers.
• Analyze vendors' pain points and collaborate with the sales enablement (training team) to find solutions.
• Flag non-performing agents and support performance improvement with coaching and feedback interventions via team leaders or trainers.
• Participate in weekly calibration and performance review calls with BPO partners to measure, track, or implement improvement initiatives.
• Participate in calibration calls to improve understanding and usage of the QA Scorecard.
• Perform QA scorecard reviews for all new joiners.

REQUIREMENTS :

Who we are

“To be the most loved everyday food and groceries destination!” - 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 in our core food delivery business and new verticals like grocery deliveries, supported by a strong tech infrastructure. From restaurant partners, cloud kitchens, to cloud grocery stores — foodpanda makes everything just a tap away, delivering quickly and conveniently.

If you love working with technology to create solutions and are not afraid to roll up your sleeves, you will find your tribe here at foodpanda. We value diversity, with team members from over 60 nationalities. foodpanda is part of the Delivery Hero Group, operating in over 70 countries worldwide.

What's in it for you

Vendor Experience Executives (QA) audit interactions to measure adherence to company policies and processes. The analyst acts as a brand ambassador for foodpanda, evaluating interactions to improve customer experience through feedback on SOP, process, and agent behavior, focusing on compliance and sales improvement.

1. Audit a team of frontline agents across commercial for sales transaction quality and SOP adherence.

2. Maintain desired productivity and accuracy levels in audits.

3. Coach frontline agents on SOP, process updates, and sales skills.

4. Conduct VOC analysis to identify root causes of vendor pain points and flag potential issues.

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