Quality Assurance Analyst
Employer · Delivery Hero
Office and call centre supervisor
Contact centre agent
Business analystFull-timeMealsBudapest
We are seeking fluent Norwegian / Swedish/ Czech/ German speakers to join our Quality Assurance team. As a Quality Assurance Analyst, you will be responsible for auditing interactions across multiple Line of Business and communication channels to ensure compliance with company policies and standard operating procedures.
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 & inspiring place to grow.InsuranceFrom day one: life, accident & health insurance (MetLife).SZÉP-card & Medicare health packagefoodora PRO & vouchersTasty meals, even in the home office.Mental health support & relaxing office massagesIn-house English lessons and LinkedIn Learning accessExtra days off, AYCM partnership & 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.