About the role
Job Description
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.
Qualifications
* Full professional proficiency in English (written and verbal) is required, alongside fluency in Czech, Norwegian or Swedish. * 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.
Additional Information
Your Benefits
* Modern and 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!