Quality Specialist Customer Service

We’re looking for a talented quality specialist to perfect our customer care. Can you provide feedback and support to agents and deliver data-driven insights? Then keep reading…

Since our creation in 2000, we’ve grown from a small attic business to become a global food delivery powerhouse. As Just Eat Takeaway.com, we now deliver in 24 countries – from Belgium to Brazil!

Operating in a fast-paced, competitive industry, brilliant customer service is a key ingredient in making us first choice for food-lovers. That’s where you come in.

Care is one of our core values, and as a Quality Specialist for Customer Service, your goal is to facilitate the best customer care possible. Overseeing quality assurance and monitoring our CS agents in Brussels, you ensure that they follow global processes and keep customers happy.

Collaboration is a key part of this role. After monitoring, listening and scoring outbound communications – call and email – you provide agents with feedback based on your findings. You also liaise with managers and supervisors to ensure appropriate behaviour on the floor.

In this wide-ranging role, your other responsibilities are to:

• Evaluate whether processes are being followed & the solutions offered by agents meet our standards
• Provide weekly and monthly quality reports for Customer Service Managers and Process Managers, focusing on special individual results and team performance
• Advise managers and supervisors on the next steps for individuals or the team
• Support the Process Manager in developing processes for quality monitoring
• Define training needs and discuss these with the Training Specialist
• Study feedback from Customer Service Agents on the operation (processes, bottlenecks & improvement opportunities) and communicate this to managers
• Provide trend data and give recommendations for changes to processes, procedures and training
• Perform any other duties regarding CS quality that management assign to you

Here are the ingredients we need from our quality specialist:

• 1-2 years’ experience working with internal quality assurance & analytics
• Bachelor’s Degree or an equivalent level of knowledge
• Experience with contact centre operations and functions across multiple departments is a plus
• Good listening skills and a willingness to support agents with any issues
• Well-organised, with good time-management skills
• Able to work effectively with team members and other stakeholders, or independently
• A positive attitude, good judgement and strong work ethic
• Excellent French or Dutch (written & spoken), as well as fluent English

Like the perfect food pairing, your hard work and these great rewards belong together:

• Competitive salary
• Opportunities for personal & professional growth in a varied Customer Service job
• A lively, welcoming workplace in Brussels (when you’re in the office)
• Meal vouchers
• Budget for internal & external training and conferences
• Working from home allowance and a budget for ordering lunches with us

If you’re ready to be our new Quality Specialist, click Apply Now and send us your CV!