Quality Assurance Analyst

Job Description

Job Ref ID: JR0088394

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 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.

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!