Quality Assurance Analyst

Delivery Hero
Budapest
Workplace: HybridFull timeFunction: QA, Test & Release EngineeringSkills: ["Attention to detail","Analytical thinking","Problem-solving","Communication","Stakeholder management"]

Audit frontline agent interactions across service and vendor operations channels (chat, call, and email) to ensure transaction quality, SOP compliance, and strong customer, vendor, and rider experiences. Use QA monitoring tools to maintain productivity and accuracy, perform deep-dive root-cause analysis of recurring issues, and partner with stakeholders to implement service improvement initiatives. Provide constructive feedback and coaching through calibration sessions to drive SAT performance.

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FursaFursa
Delivery Hero
Delivery Hero
3 days ago

Quality Assurance Analyst

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Audit frontline agent interactions across service and vendor operations channels (chat, call, and email) to ensure transaction quality, SOP compliance, and strong customer, vendor, and rider experiences. Use QA monitoring tools to maintain productivity and accuracy, perform deep-dive root-cause analysis of recurring issues, and partner with stakeholders to implement service improvement initiatives. Provide constructive feedback and coaching through calibration sessions to drive SAT performance.
Location: Budapest
Workplace: Hybrid
Employment Type: Full time
Job Function: QA, Test & Release Engineering
Seniority: Entry level

Key Responsibilities

  • •Audit frontline agent interactions (chat, call, and email) for transaction quality, SOP adherence, and customer/vendor/rider experience.
  • •Maintain high productivity and accuracy in all audits.
  • •Conduct deep-dive analyses to identify root causes of dissatisfaction and recurring issues.
  • •Partner with internal stakeholders to design and implement service improvement initiatives that improve SAT performance.
  • •Track and report quality trends at team and individual levels, and provide coaching feedback through calibration sessions.

Pay and Benefits

Perks:Health InsuranceMeal AllowancePaid LeaveLearning Budget

Key Requirements

  • •Full professional proficiency in English (written and verbal).
  • •Fluency in Czech, Norwegian, Swedish, or German (speaking, reading, and writing).
  • •Detail-oriented with excellent analytical and problem-solving skills for audit and root-cause analysis.
  • •Ability to provide clear, actionable, professional feedback and coaching.
  • •Experience in quality assurance, auditing, or customer service is a plus.
Skills:Attention to detailAnalytical thinkingProblem-solvingCommunicationStakeholder management
Languages:EnglishCzechNorwegianSwedishGerman

Company Brief

Delivery Hero
Global online food-ordering and local delivery platform operating multiple regional brands (e.g., Foodpanda, Glovo, Talabat) across 50–70+ countries, supplying food and quick-commerce deliveries via marketplace and logistics services.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Berlin, Germany
Founded: 2011
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