Quality Assurance Analyst

Job DescriptionWe are seeking fluent Norwegian / Swedish/ Czech / German 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.