Quality Assurance Analyst

Descripción del puesto:

About the opportunity

We are seeking fluent Norwegian / Swedish/ Czech / German speakers (speaking, reading, and writing) to join our Quality Assurance team. As a Quality Assurance Analyst, you will be responsible for auditing interactions across multiple Line of Business (Service Ops & Vendor Ops) and communication channels (chat, call, and email) to ensure compliance with company policies and standard operating procedures (SOPs). You will play a key role in improving customers, vendors and riders' experience by providing actionable feedback, identifying process gaps, and partnering with stakeholders to enhance service quality.
Key Responsibilities:
* Audit frontline agent interactions (chat, call, and email) for transaction quality, SOP adherence, and customer / vendor / rider experience.
* Maintain high levels of productivity and accuracy in all audits.
* Conduct deep-dive analyses to identify root causes of customer / vendor / rider dissatisfaction and highlight recurring issues.
* Collaborate with internal stakeholders to design and implement service improvement initiatives that drive SAT performance.
* Track and report quality trends at both team and individual levels using QA monitoring tools.
* Provide constructive feedback and coaching support to agents through their team leaders.
* Participate in regular calibration sessions to ensure consistent evaluation standards across teams.

What you need to be successful

* Full professional proficiency in English (written and verbal) is required, alongside fluency in Czech, Norwegian, Swedish or German.
* Detail-oriented with excellent analytical and problem-solving skills.
* Ability to provide clear, actionable feedback in a professional and constructive manner.
* Strong communication and stakeholder management skills.
* Comfortable working in a fast-paced environment with shifting priorities.
* Experience in quality assurance, auditing or customer service is a plus.

Who we are

A foodora a Delivery Hero Group, a világ vezető kiszállítási platformjának része. Küldetésünk, hogy fantasztikus rendelési élményt nyújtsunk - gyorsan, egyszerűen és egyenesen az ajtódhoz. Világszerte körülbelül 65 országban működünk. A Delivery Hero Group központja Berlinben, Németországban található, és 2017 óta jegyzik a frankfurti tőzsdén, valamint az MDAX részvényindex része.

What's in it for you

Your Benefits
* Modern, dog-friendly office in Budapest's Mill Park - 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