Quality Assurance Analyst

Job Ref ID: JR0088743 We are seeking Hungarian 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. • 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. 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! A foodora a Delivery Hero Group, a világ vezető kiszállítási platformjának része. Küldetésünk, hogy fantasztikus rendelési élményt nyújtsunk – gyorsan, egyszerűen és egyenesen az ajtódhoz. Világszerte körülbelül 65 országban működünk. A Delivery Hero Group központja Berlinben, Németországban található, és 2017 óta jegyzik a frankfurti tőzsdén, valamint az MDAX részvényindex része.