Coordinator, Fleet Health (Quality)

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 Specialist, 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.

This role is open only to HK Locals/PRs. 

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

• Minimum 1 year of proven experience in Customer Service, admin, operations or HR roles, ideally within the logistics, e-commerce, or tech industries.
• Experience working with KPIs and performance management.
• Knowledge of G-suite is required, while data skills such as SQL/BigQuery are preferred.
• Strong attention to detail, able to demonstrate logical mindset and accountability.

What We Offer

• A dynamic and challenging working environment;
• Responsibility from day one in a fast-growing and global company;
• A vibrant and international team with diverse backgrounds