Quality Assurance Analyst - Swedish/ Norwegian/ Czech/ German 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 performance feedback loops
Domain
Food delivery / Logistics (via careerplan.io/jobs/744000153136169-quality-assurance-analyst-swedish-norwegian-czech-german-speaker-at-delivery-hero)
Deliverable
dashboards & analysis
Required skills
Auditing, root cause analysis, stakeholder collaboration, data reporting, coaching, calibration
Preferred skills
Experience in quality assurance, auditing, or customer service
Technologies
QA monitoring tools
Responsibilities
Audit agent interactions for SOP adherence and experience quality; Analyze data to identify root causes of dissatisfaction; Design and implement service improvement initiatives; Track and report quality trends; Provide feedback and coaching to agents; Participate in calibration sessions.
