qa associate (customer care)

Are you passionate about customer experience, data, and service quality?

Do you get excited about diving into root causes, spotting patterns, and helping teams grow through meaningful insights?

We’re on the lookout for a Quality Assurance (QA) Associate to join our high-performing Customer Experience team at efood!

In this role, you’ll play a key part in improving the quality of support provided by our customer-facing teams. From conducting audits and investigating CSAT issues, to leading root cause analyses and shaping feedback, your work will have a direct impact on how thousands of people experience efood.

What you’ll be doing:

• Monitor and evaluate interactions between our agents and customers, ensuring quality standards are consistently met

• Provide data-driven, actionable feedback to help operations agents improve performance

• Utilize AI-powered tools to enhance QA tactics, streamline evaluations and dive deeper into customers feedback

• Analyze audit results and CSAT trends to identify patterns, opportunities, and root causes

• Lead Root Cause Analyses (RCA) on customer satisfaction (CSAT) issues and escalate recurring problems to stakeholders

• Prepare and share monthly CSAT reports and quality insights with business and operations leaders

• Participate in calibration sessions with QA peers to maintain fairness and consistency in evaluations

• Support new agents or teams via ad hoc shadowing during high-impact moments

• Contribute to a positive quality culture by collaborating with cross-functional teams and staying current with QA practices

As part of the QA Team, you will directly contribute to the success of our service strategy by ensuring that our operational teams deliver upbeat, consistent, and customer-centric experiences

What you need to be successful

• Bachelor's degree in Business Administration or Education or related field

• Experience of at least 1 year in Customer care and/or Quality for customer care departments 

• Strong computer skills including MS Office, Google Workspace, customer service software, and tools

• Familiarity with QA platforms: Playvox, Scorebuddy, Klaus, Maestro, Observe.ai

• Experience with AI tools to support quality assurance, customer experience insights and sentiment analysis

• Ability to interpret QA and CSAT data, experience with Excel, Google Sheets, or basic SQL

• Familiarity with tools like Zendesk, Salesforce, Freshdesk, and Genesys

• Fluency in English (spoken & written), additional languages are a plus