Quality Assurance Analyst
Employer · foodora
Office and call centre supervisor
Business analyst
Contact centre agentFull-timeMealsBudapest
We are seeking Hungarian 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).
Tasks
- 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.
Conditions & benefits
Modern and dog-friendly office in Budapest's Mill ParkEasy to reach, even by bike!International good vibe and strong corporate backgroundA secure and inspiring place to grow.Life, accident and health insurance (MetLife)Provided from day one.SZÉP-card and Medicare health packagefoodora PRO and vouchersTasty meals, even in the home office.Mental health support and relaxing office massagesIn-house English lessons and LinkedIn Learning accessExtra days off, AYCM partnership and all tools providedSocial impact mattersWe support 6 charities and you can join in!
Requirements
- Full professional proficiency in English (written and verbal) is required, alongside fluency in German, 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.