Quality, Compliance

hace 1 semana

Barcelona, España The Fork A tiempo completo

TheFork, part of Tripadvisor group, is the leading online restaurants booking platform in Europe and Australia. We are present in +12 countries with 60 000 partners restaurant in a mission to bringing happiness through amazing dining experiences. Creator of a unique model that has disrupted the restaurant industry, we put innovation at the heart of our ambitious growth.

Thanks to TheFork (app/web), millions of diners can easily discover, book and pay the right restaurant at the right price, and thousands of restaurants owners benefits from our solutions to optimise reservation management, streamline operations and ultimately improve service and boost revenue.

As a Quality, Compliance & Fraud Team Leader, your main role will be to improve our customer satisfaction while reducing the fraud generated by restaurants and users. You will manage a team of specialists and their daily tasks in collaboration with Sales, Customer Operations and Product teams of the group.

**What you will do**:

- Manage a team of QC&F Specialists
- Manage and prioritize efforts & projects to reduce the irritants generated by and to b2c & b2b users (diners & restaurants), by efficiently running and coordinating global projects.
- Run existing fraud projects to detect and catch b2b & b2c fraudsters.
- Lead analysis and manage projects focused on Customer Satisfaction & Fraud, in order to measure performances, help improving processes, or increasing agents' productivity
- Generate insights from large datasets to support decision making
- Provide insights and analytical support to different stakeholders and the team to support effective business decision-making
- Assist with ad hoc queries and provide analytical support to our fast-growing business
- Scale processes/projects
- Build strong relationships with other departments and countries of the group

**Manage and develop your team**:

- Adjust specialists skills and dispatch tasks based on service needs per specialist at any time.
- Ensure the team performs according to internal guidelines in terms of performance and customer focus.
- Build a strong team with high morale and engagement.
- Weekly 1to1 meetings with agents in your team.
- Trouble-shooting for agent issues.
- Responsible for communicating events/team news to the team.

**Who you are**:

- 2/5 years of experience in an analytical role (ideal backgrounds include: a similar business analyst role at a web company, a data-based consulting role, or other data strategy type positions)
- Master's Degree of a Business or Engineering School
- Data lover with excellent Excel and SQL skills as a prerequisite (Tableau is a plus)
- Excellent analytical skills involving data analysis, leading to business recommendations
- A great team player able to work effectively with different international teams
- Proactive with ability to work independently in a fast-paced environment
- Excellent communicator and facilitator with good spoken, written and presentation skills
- English and Spanish fluent (French would be highly valued)

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