Senior Coordinator, Rider Experience

foodpanda is part of the Delivery Hero Group, the world's pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

Job Description
Quality Assurance analysts audit interactions to measure adherence to prescribed company policies and processes. The analyst is a flag bearer for the foodpanda brand and evaluations interactions with an objective of improving overall rider experience through providing feedback on SOP, Process and agent behavior

• Auditing a team of front line agents across channels like Chat, Call & Email for transaction quality and SOP adherence for rider service
• To maintain desired levels of productivity & accuracy on audits performed by self
• To coach front line agents on overall SOP,...