Quality Assurance Coordinator (Part-Time)
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 21.2 million diners food ordering experience and we are partnered with 140,000 restaurants in 2,700 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 Part-Time Quality Assurance Coordinator will be a critical asset to the QA team within Enterprise Support. This part-time role (~20 hours per week) will be responsible for grading L1 tickets accurately and at a high volume. The ideal candidate has a sharp attention to detail, gives concise and constructive feedback, and sees grading tickets as a means of helping agents improve.
Some Challenges You’ll Tackle
- Grade 50 L1 tickets per week
- The QA Coordinator Lead and/or the full-time QA staff will determine which tickets this part-time position will grade on a weekly basis, but may include:
- “PleaseQAthisTicket”-tagged tickets
- Covering for a colleague on vacation
- Grading for badges
- A specific category of ticket to check for team understanding
- Extra tickets for new hires
- Other tickets as needed
- The QA Coordinator Lead and/or the full-time QA staff will determine which tickets this part-time position will grade on a weekly basis, but may include:
- 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
- Collaborate with other QA Coordinators on new specific scorecards in MaestroQA
- Serve as a resource for the team across communication channels when they have questions regarding tickets (passive mentorship with an eye towards high QA)
- Help maintain a Google Doc of potential EKB articles based on scorecard occurrences
- Help 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:
- 90% - Grading tickets
- 10% - Calibrating grades with the rest of the QA team and other QA team meetings as needed
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 [email protected] 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. |