Quality Assurance Analyst
Summary
The Quality Assurance Analyst audits customer, vendor, and rider interactions across chat, call, and email channels to ensure compliance with SOPs and improve service quality. The role requires fluency in English plus Norwegian, Swedish, Czech, or German to provide actionable feedback and identify process gaps.
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.
- 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.
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!