Quality Assurance Team Lead

Beschreibung:

About the opportunity

Team and Operational Management
* Leading the daily operational activities of the support Quality Assurance team, which is tasked with evaluating client interactions, content management and partner care activities through various channels (chat, email, call)
* Managing resources, planning, and implementing training strategies.
* Organizing and conducting weekly one-on-one meetings, team meetings, and short daily check-ins.
Employee Motivation and Support
* Motivating and coaching team members to enhance their performance.
* Directing and coordinating support quality assurance tasks.
Quality Assurance Activities
* Ensuring audit targets are met and monitoring key quality metrics (AHT, completion, accuracy)
* Managing complaint-handling processes and applying effective problem-solving techniques.
* Performing spot check on QA evaluations, performing corrective actions and coachings
Administration and Reporting
* Performing administrative tasks and preparing reports.
* Using Microsoft Excel, Google Sheets, and Salesforce for reporting and data analysis.
Communication and Stakeholder Management
* Maintaining effective communication with stakeholders and BPO teams across multiple countries.
Additional Responsibilities
* Performing any other duties related to the role as assigned by the direct manager or executive management.

Who we are

A foodora, a Delivery Hero Group része, mely a világ úttörő kézbesítési platformja. Küldetésünk, hogy fantasztikus rendelési élményt nyújtsunk- gyorsan, egyszerűen és egészen az ajtóig. Világszerte több, mint 70 országban működünk. A Delivery Hero Group székhelye Berlinben, Németországban található, továbbá 2017 óta szerepel a frankfurti tőzsdén, és az MDAX tőzsdeindex része.

What's in it for you

Your Benefits​​​​​​​
* Modern, dog-friendly office in Budapest's Haller Gardens - easy to reach, even by bike!
* International good vibe + strong corporate background = a secure & inspiring place to grow.
* From day one: life, accident & health insurance (MetLife).
* SZÉP-card & Medicare health package.
* foodora PRO & vouchers - tasty meals, even in the home office.
* Mental health support & relaxing office massages.
* In-house English lessons + LinkedIn Learning access.
* Extra days off, AYCM partnership & all tools provided.
* Social impact matters: we support 6 charities and you can join in