Quality Analyst - Maternity Cover

Our mission is to be the definitive food company. We are transforming the way the world eats by making food more convenient and accessible. We give people the opportunity to eat what they want, as they want it, when and where they want it.

We are a technology-driven company at the forefront of one of the most rapidly expanding industries in the world. We’re still a relatively small team, but with big ambitions — and even bigger opportunities ahead.

A PSC agent provides support for our Partners, and when things don’t go as expected, we want to ensure they’re properly looked after. The Quality team plays a key role in making sure every partner interaction is handled correctly and in line with our expectations and policies.

As a Quality Analyst, your mission will be to ensure a consistently high-quality experience for our partners. You'll set a standard of excellence in the team, support frontline agents, and deliver insights to improve both processes and partner satisfaction.

• Evaluate partner interactions and tasks to ensure alignment with company policies and quality standards

• Perform deep dives into underperforming areas and help implement improvement plans

• Join calibration sessions with internal and external global stakeholders to align on quality criteria and performance

• Apply and enforce consistent scoring using predefined quality scorecards

• Conduct root cause analyses and provide actionable insights to key stakeholders

• Support Operations teams with coaching, development plans, and feedback to drive continuous improvement

• Regularly handle frontline contacts to stay connected to the agent experience and ensure feedback is grounded and relevant

• Identify opportunities for improvement in policy, content, and training based on quality and survey feedback

• Act as a trusted advisor to Operations through strong relationships and ongoing coaching

• Use qualitative analysis to support continuous improvement of the partner experience

• Strong attention to detail and a commitment to accuracy

• Excellent communication skills in Italian

• Ability to motivate others and drive change

• Strong collaboration skills and team player mindset

• Comfortable with self-management and taking initiative

• Experience giving and receiving constructive feedback

• Comfortable working in ambiguous or evolving environments

• Previous experience in fast-paced roles such as Operations, Customer Service, or Partner Services, with strong critical thinking skills

• Experience with Salesforce

• Intermediate Excel skills

• Working proficiency in a second language (French, English, Dutch, or Arabic)

At Deliveroo, we know that people are the heart of the business, and we prioritise their well-being. Benefits may vary by country, but we typically offer a range of support in areas including healthcare, well-being, parental leave, pension schemes, and generous time off — including time dedicated to volunteering for a cause you care about. Please ask your recruiter for the specific benefits available in your country.