Quality Assurance Analyst

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 Czech Norwegian Swedish or German.
• 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 dog-friendly office in Budapests 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!

Remote Work :

No

Employment Type :

Full-time