About the opportunity
We are now looking for a Fleet Health Coordinator (Quality) to join our team that works with our couriers. In this role, you will play a key part in ensuring that foodpanda meets our goals in terms of quality and efficiency. The Logistics department is responsible for the entire lifecycle of our couriers – from recruitment and onboarding to engagement and reactivation – while also ensuring that every courier has a positive experience with foodpanda.
As a Quality Coordinator, you will be in charge of making sure our rider service guidelines are followed by riders and review the set of guidelines regularly depending on rider behaviours and performance, with a clear goal of ensuring we are delivering quality services to foodpanda customers.
Key Responsibilities:
Monitor rider service levels and investigate breaches or appeals when necessary
Enforce rider service guidelines to mitigate incidents and uphold operational standards.
Examine high level escalated rider issues and conduct full investigations
Ensure smooth investigation and handling processes
Ensure accurate reporting and documentation
Address online inquiries from riders as the owner of ticket SLAs.
Track your KPIs and ensure they are met
Collaborate with other departments to ensure a holistic approach to rider quality
What you need to be successful
Minimum 1 year of proven experience in risk/compliance, customer Service, admin, operations or HR roles, ideally within the logistics, e-commerce, or tech industries.
Experience working with KPIs and performance management
Have knowledge of G-suite and SQL/BigQuery
Strong attention to detail, able to demonstrate logical mindset and accountability
Who we are
foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.
This a full-time role is open only to HK Locals/PRs
What's in it for you
About Pandora
In July 2024, Delivery Hero SE merged three of its market-leading food delivery businesses, foodora and Yemeksepeti in Europe, and foodpanda in Asia. All three businesses now make up the second-largest organization within the Delivery Hero Group, and leading food and QCommerce
What We Offer
A dynamic and challenging working environment;
Flexibility- hybrid working environment- you will be valued by your output, not your input;
Responsibility from day one in a fast growing and global company;
Competitive benefits including foodpanda credits, health insurance, unlimited annual leave
A vibrant and international team with diverse backgrounds
