QA Coordinator at Grubhub
About The Opportunity
Here at Grubhub we’ve been dedicated to giving diners the most convenient way to order food from their favorite restaurants (whether that’s a late night Chalupa from Taco Bell or a salad for lunch from a local restaurant the day after they enjoyed said late night Chalupa).
While we are food-obsessed, we are also customer-obsessed. We look to constantly innovate our technology so our diners’ food experience is memorable, restaurant owners get more business and individuals across the country looking for work can deliver the food from the restaurant to the diner flawlessly. We take great pride in knowing that we are a part of 20+ million diners food ordering experience and we are partnered with 125,000 restaurants in 2,400 US cities across our suite of apps (Grubhub, LevelUp, Seamless, Tapingo, AllMenus and MenuPages).
Want to be a part of the biggest movement in the US that is moving eating forward? If so, we want to talk to you - and hear what’s your favorite restaurant for food delivery!
The Support Quality Assurance Coordinator will be one of the main points of contact for grading, scorecards, and reporting as it relates to L1 agents’ ticket quality. They will run QA refreshers, onboarding trainings, and peer-to-peer/leadership feedback trainings. They will also guide/mentor agents in ticket quality and keep up to date with MaestroQA platform updates. Also, grading tickets, duh! Must love cats.
Some Challenges You’ll Tackle
- Grade all tagged for QA tickets (averages 20 per week)
- Grade tickets for new hire L1 agents in their first 90 days
- If there aren’t any active new hires in their first 90 days, then you will grade 10 tickets each for any agents below the 90% monthly goal
- If there aren’t any new hires or underperforming agents, then 10 seasoned agents’ tickets (5 tickets per agent) will be assigned for grading
- Hold monthly 1:1s with agents who pass their 60 day mark
- Hold weekly 1:1s with underperforming agents
- Utilize MaestroQA reporting tools to track issues and report them to the appropriate team, if necessary
- Attend quarterly calibration meetings
- Attend weekly QA Coordinator sync meetings
- Monitor agent scores to assess training needs, both for retraining and new hire training purposes
- Maintain up-to-date internal documentation on quality assurance and its tools in Confluence to ensure both graders and agents understand expectations
- Collaborate with other QA Coordinators on new specific scorecards in MaestroQA
- Run refresher trainings on QA for agents and leads
- Run refresher trainings for giving/receiving feedback effectively, both for peer-to-peer feedback and for leadership
- Serve as a resource for the team across communication channels when they have questions regarding tickets (passive mentorship with an eye towards high QA)
- Follow up on tickets that were rated ‘Bad, Not Satisfied’ due to misinformation provided by the agent (to give the requester a chance to re-rate and to provide them with the accurate answer)
- Maintain a Google Doc of potential EKB articles based on scorecard occurrences and share with team for badges
- Maintain a Google Doc of QA-related projects to be divvied up amongst the QA team
Schedule and Responsibilities
Candidates should expect their overall schedule breakdown to be:
- 60% - Grading tickets
- 25% - 1:1s with agents
- 15% - trainings and calibrations
And Of Course, Perks!
- Flexible PTO. It’s true, no strings attached and all the time you need to recharge.
- Better Benefits. Get quality insurance, flex-spending accounts, retirement options and commuter perks.
- Free Food. Kitchens are stocked and free Grubhub each week.
- Stock Up. All of our employees are owners, in fact, they’re granted Restricted Stock Units, which means we’re all in it to win it.
- Casual Culture. Catch rays on the rooftop or get comfy on a couch and get to know your coworkers — because work, should be a place you want to be.
Grubhub is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. The EEO is the Law poster is available here: DOL Poster. If you are applying for a job in the U.S. and need a reasonable accommodation for any part of the employment process, please send an e-mail to firstname.lastname@example.org and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.