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 Quality Assurance Lead manages the Enterprise Support department’s Quality Assurance team (3 to 4 agents) and reports to the Director of Enterprise Support. All members of the QA team serve as graders; the Lead additionally serves as the team’s escalation point and “tiebreaker” for grade disputes.

The QA Lead is also responsible for rolling out new scorecards and reports. In addition to participating in running individual trainings, the Lead ensures the department has the appropriate overall balance of QA onboarding trainings and refreshers as well as peer-to-peer/leadership feedback trainings and refreshers.

They guide/mentor QA Coordinators in their duties, and agents in ticket quality. The QA Lead will keep up to date with Maestro platform updates/changes and report these to the team, as well as serve as the main contact for the Maestro team. Also, grading tickets, duh! Must love cats.

Some Challenges You’ll Tackle

• Ensure coordinators grade tickets for L1 agents
  • This will be an evenly divided amount of grading assignments, based on the number of agents and QA Coordinators. This should range between 95-120 grades/week
• Grade tickets for L1 agents; Lead may grade fewer tickets than coordinators but should aim to grade between 50-60 tickets per week
• Monitor tenured L1 agent scores to ensure they are meeting the 90% goal
  • If an agent drops below the expected percentage, the QA Lead will alert the agent and their lead, as well as assign an additional 5 tickets per week for that agent to the QA Coordinator responsible for grading underperforming agents 
• Hold monthly 1:1s with agents who pass their 60 day mark
  • This will be a shared responsibility with the QA Coordinators - the agents will be divvied up among the coordinators and lead
• Hold biweekly 1:1s with QA Coordinators
• Utilize Maestro reporting tools to track issues and report them to the appropriate team, as necessary
• Hold and attend quarterly calibration meetings, or more often if the Lead determines that grades or graders are showing signs of miscalibration
• Lead weekly QA Coordinator sync meetings
• Attend weekly Support Leadership 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 the QA Coordinators and/or Director of Enterprise Support on new Maestro scorecard needs
• Develop/maintain and run refresher trainings on QA for agents and leads
• Develop/maintain and 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)
• Serve as a resource for the QA team, both in-office and remotely
• Ensure coordinators 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) 
• Review and maintain a Google Doc of potential IKB or EKB articles based on scorecard occurrences 
  • Write or delegate the writing of articles
    • First consideration should be to badge-seeking agents
• Maintain a Google Doc of QA-related projects to be divvied up amongst the QA team
• Track user requests/feedback on our protocols and meet with interdepartmental leadership as necessary to collaborate on updating protocol

Schedule and Responsibilities

Candidates should expect their overall schedule breakdown to be:

• 35% - Grading tickets
• 25% - 1:1s with agents
• 15% - trainings and calibrations
• 25% - 1:1s w/ QA Coordinators (direct reports)/people management

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.