QA Coordinator

| Greater Boston Area

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!

 

Job Summary

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 talentacquisition@grubhub.com 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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • JavaLanguages
    • RubyLanguages
    • AndroidLanguages
    • iOSLanguages
    • ReactLibraries
    • ReduxLibraries
    • Ruby on RailsFrameworks
    • Relational DatabasesDatabases
    • Google AnalyticsAnalytics
    • JIRAManagement
    • SalesforceCRM

Location

We are in the heart of downtown Boston's financial district, easily accessible by bus and train, and surrounded by tons of restaurants and amenities.
Why This Employee calls Grubhub the Cirque du Soleil of Tech Talent
Watch

An Insider's view of Grubhub

What’s the vibe like in the office?

It's fun coming to work because there's a constant buzz in the office. Everyone's excited to be here, working on big things, but also having fun collaborating and just being around each other. The marketing team is really tight knit- even though we're busy heading up our own projects, we make sure to take time to catch up on what we're up to.

Dyan

Growth Marketing Manager

How do your team's ideas influence the company's direction?

Our inside sales team lives on the company's front lines, playing an integral part in our growth strategy. Our sales team has direct access to our CSO, CEO and the entire marketing team. Their feedback, ideas, and suggestions -- even down to who they choose to call day in and day out ultimately define who our next client becomes.

Kathleen

Inside Sales Manager

What are Grubhub Perks + Benefits

Grubhub Benefits Overview

PTO. It’s true, we provide you a generous amount of time to recharge.

Better Benefits. Get quality insurance, flex-spending accounts, retirement options and commuter perks.

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.

Free Food. Kitchens are stocked and free Grubhub each week.

Casual Culture. Catch rays on the rooftop or get comfy on the couch and get to know your coworkers — because work, should be a place you want to be.

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within
Time allotted for learning
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