Quality Assurance Analyst

Description

Job reference: JR0088394.

The team is hiring people fluent in German, Czech, Norwegian or Swedish, able to speak, read and write in that language, to work in quality assurance. As a Quality Assurance Analyst, you audit customer, vendor and rider interactions across several lines of business (Service Ops and Vendor Ops) and channels (chat, phone and email). You check compliance with company policies and standard operating procedures (SOPs), give practical feedback, find process gaps and work with stakeholders to raise service quality.

The company is part of a larger group that runs a delivery platform in more than 70 countries. The group is headquartered in Berlin, has been listed on the Frankfurt Stock Exchange since 2017 and is a member of the MDAX index.

Responsibilities

• Audit frontline agent chats, calls and emails for transaction quality, SOP adherence and the experience of customers, vendors and riders.
• Keep your audits fast and accurate.
• Run deep-dive analyses to find the root causes of dissatisfaction among customers, vendors and riders, and flag recurring problems.
• Work with internal teams to design and roll out service improvements that lift SAT scores.
• Track and report quality trends for teams and individual agents using QA monitoring tools.
• Give agents constructive feedback and coaching, working through their team leaders.
• Join regular calibration sessions so evaluation standards stay consistent across teams.

Requirements

• Full professional English, spoken and written, is required, along with fluency in German, Czech, Norwegian or Swedish.
• Strong attention to detail and good analytical and problem-solving skills.
• Ability to give clear, actionable feedback that is professional and constructive.
• Good communication and stakeholder management skills.
• Able to handle a fast-paced environment with priorities that change often.
• Experience in quality assurance, auditing or customer service is a plus.

Conditions

Office in Budapest's Mill Park, which is easy to reach, including by bike. Dogs are welcome.

Home office is possible.

Equal opportunity applies to all candidates.

Benefits

• Life, accident and health insurance from day one, provided by MetLife.
• SZÉP card and a Medicare health package.
• PRO membership and vouchers for meals, including when working from home.
• Mental health support and in-office massages.
• In-house English lessons and access to LinkedIn Learning.
• Extra days off, a partnership with AYCM and all necessary tools provided.
• Support for six charities, with the option to take part.