Quality Assurance Analyst - Swedish/ Norwegian/ Czech speaker

Delivery Hero
Budapest
Workplace: HybridFull timeFunction: QA, Test & Release EngineeringSkills: ["Detail-oriented","Analytical","Problem-solving","Communication","Stakeholder management","Feedback"]

Audit frontline agent interactions across chat, call, and email to ensure transaction quality and adherence to SOPs. Use deep-dive analysis to identify root causes of customer, vendor, and rider dissatisfaction, then partner with stakeholders to design service improvement initiatives. Maintain high audit productivity and accuracy, track QA trends with monitoring tools, and provide coaching and constructive feedback through calibration sessions to drive better service quality.

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FursaFursa
Delivery Hero
Delivery Hero
2 days ago

Quality Assurance Analyst - Swedish/ Norwegian/ Czech speaker

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live
Reposted: similar role first listed 3 days ago

Job Summary

Audit frontline agent interactions across chat, call, and email to ensure transaction quality and adherence to SOPs. Use deep-dive analysis to identify root causes of customer, vendor, and rider dissatisfaction, then partner with stakeholders to design service improvement initiatives. Maintain high audit productivity and accuracy, track QA trends with monitoring tools, and provide coaching and constructive feedback through calibration sessions to drive better service quality.
Location: Budapest
Workplace: Hybrid
Employment Type: Full time · Permanent
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 across all audits.
  • •Conduct deep-dive analyses to identify root causes of dissatisfaction and highlight recurring issues.
  • •Collaborate with internal stakeholders to design and implement service improvement initiatives that improve SAT performance.
  • •Track and report quality trends using QA monitoring tools, provide constructive feedback/coaching, and participate in calibration sessions.

Pay and Benefits

Perks:Health InsurancePaid LeaveLearning BudgetMeal AllowanceWellness Stipend

Key Requirements

  • •Fluency in Czech, Norwegian, or Swedish (speaking, reading, and writing) and full professional proficiency in English (written and verbal).
  • •Detail-oriented approach with strong analytical and problem-solving skills to evaluate interactions and identify issues.
  • •Ability to provide clear, actionable, and constructive feedback and coaching to agents.
  • •Strong communication and stakeholder management skills to collaborate on service improvements.
  • •Experience in quality assurance, auditing, or customer service is a plus.
Skills:Detail-orientedAnalyticalProblem-solvingCommunicationStakeholder managementFeedback
Languages:EnglishNorwegianSwedishCzech

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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