Quality Assurance Analyst (Swedish speaker)

Company Description

foodora is part of the Delivery Hero Group, the world's pioneering local delivery platform, our mission is to deliver an amazing experience-fast, easy, and to your door. We operate in around 70 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

Job Description

We are seeking fluent Swedish 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

• Strong communication skills in English and Swedish, both written and verbal.
• Strong stakeholder management skills
• Strong attention to detail and ability to follow through on tasks
• Ability to provide clear, actionable feedback in a professional and constructive manner
• Comfortable working in a fast-paced environment with shifting priorities
• Team player with a problem-solving mindset and a willingness to learn
• Comfortable using tools such as Google Workspace or Microsoft Office
• Basic understanding of service metrics and operational KPIs

Highly valued:

• Experience in quality assurance, auditing or customer service
• Familiarity with CRM, ticketing, or operations platforms

Additional Information

Your Benefits

• Modern, dog-friendly office in Budapest's Haller Gardens - 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!