Quality Assurance Analyst - Swedish/ Norwegian/ Czech speaker
Core
Audit frontline agent interactions across chat, call, and email channels to ensure compliance with SOPs and improve customer/vendor/rider experience.
Role type
Quality Assurance Analyst (Service Operations)
Builds
Service quality improvements and agent coaching within a global delivery platform.
Domain
Food delivery / Logistics
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Auditing, root cause analysis, stakeholder collaboration, data reporting, constructive feedback delivery, calibration
Preferred skills
Experience in quality assurance, auditing, or customer service
Technologies
QA monitoring tools
Responsibilities
Audit frontline agent interactions for transaction quality and SOP adherence; Conduct deep-dive analyses to identify root causes of dissatisfaction; Track and report quality trends; Provide coaching support to agents through team leaders; Participate in calibration sessions to ensure consistent evaluation standards.
Seniority
Individual Contributor