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 around 65 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.
Job DescriptionThe Business Intelligence Analyst will focus on analyzing QA workflows and automating processes to deliver actionable performance insights that improve agent effectiveness. You will provide data-driven recommendations, collaborate with leadership to assess performance gaps and develop strategies to enhance overall productivity. The ideal candidate will have strong analytical skills, experience in performance analytics, and a proven ability to drive continuous improvement through data insights.
Key Responsibilities:
Assess performance gaps across the agent lifecycle and provide actionable insights for the agent enablement teams constituting QA, Training & Knowledge management, across all entities.
Analyze QA workflows to identify inefficiencies and automate processes, in line with the QA framework. Continuously refine and improve analytical methodologies to support performance optimization.
Analyze BigQuery data to identify QA non-adherence and detect anomalies in agent performance.
Assess performance gaps across the agent lifecycle, providing actionable insights for targeted improvements.
Provide data-driven recommendations to enhance agent performance and effectiveness. Use insights to influence decisions related to QA performance, training, and operational improvements.
Performance Tracking and Analytics Innovation: Lead initiatives to track agent performance through innovative analytics. Continuously explore and implement new ways to measure and enhance performance, ensuring optimal operational outcomes.
Minimum 4 years of experience in business analysis or related fields, with a track record of driving business improvements.
Proficiency with data analysis tools, reporting platforms and experience in automating workflows.
Strong ability to identify performance gaps and provide actionable insights to enhance effectiveness.
Excellent communication skills, with the ability to present data insights and collaborate effectively with internal stakeholders.
Skills Required
- Minimum 4 years of experience in business analysis or related fields
- Experience analyzing BigQuery data
- Proficiency with data analysis tools, reporting platforms, and workflow automation
- Experience in performance analytics and identifying performance gaps
- Excellent communication skills and ability to present data insights to stakeholders
What We Do
As the world’s leading local delivery platform, our mission is to deliver an amazing experience, fast, easy, and to your door. We operate in over 70+ countries worldwide, powered by tech but driven by people. As one of Europe’s largest tech platforms, we enable ambitious talent to deliver solutions that create impact within our ecosystem. We move fast, take action and adapt. No matter where you’re from or what you believe in, we build, we deliver, we lead. We are Delivery Hero
