Quality Assurance Analyst (Norwegian/Swedish/Czech/German Speaker)

About the role

Delivery Hero is looking for fluent Norwegian, Swedish, Czech or German speakers (speaking, reading and writing) to join its Quality Assurance team in Budapest. As a Quality Assurance Analyst you will audit interactions across several lines of business (Service Ops and Vendor Ops) and channels (chat, call and email) to check compliance with company policies and standard operating procedures, and help improve the experience of customers, vendors and riders.

Key responsibilities

• Audit frontline agent interactions (chat, call and email) for transaction quality, SOP adherence and customer, vendor and rider experience.
• Maintain high levels of productivity and accuracy in all audits.
• Run deep-dive analyses to find the root causes of dissatisfaction and recurring issues.
• Work with internal stakeholders to design and run service improvements that raise satisfaction scores.
• Track and report quality trends at team and individual level using QA monitoring tools.
• Give constructive feedback and coaching support to agents through their team leaders.
• Take part in regular calibration sessions to keep evaluation standards consistent.

Required profile

• Fluency in Czech, Norwegian or Swedish, plus full professional proficiency in English (written and spoken).
• Detail-oriented, with strong analytical and problem-solving skills.
• Comfortable working in a fast-paced environment with shifting priorities.
• Experience in quality assurance, auditing or customer service is a plus.

What we offer

• Life, accident and health insurance (MetLife), SZEP card and a health package.
• Modern, dog-friendly office in Budapest's Mill Park, plus foodora vouchers and meals.
• In-house English lessons, LinkedIn Learning access, mental health support and office massages.
• Extra days off, social impact charity involvement and all tools provided.