About the opportunity
Role Summary
We are seeking an experienced and highly motivated Quality Assurance Team Lead to head our Vendor Operations QA team. In this role, you will lead a team of QA Analysts responsible for auditing interactions across Vendor Operations and multiple communication channels (chat, call, and email).
Your primary goal is to oversee daily operational activities, ensure audit targets are consistently met, and drive continuous improvement in the overall customer, vendor, and rider experience. By partnering with international BPO teams and internal stakeholders, you will foster a culture of quality, provide actionable coaching to your team, and implement strategies to ensure strict compliance with company policies and SOPs.
Key Responsibilities:
Team and Operational Leadership
- Lead the daily operational activities of the Vendor Operations QA team, managing resources, capacity planning, and the implementation of training strategies.
- Organize and conduct weekly 1-on-1 meetings, team meetings, and short daily check-ins to ensure alignment and team engagement.
- Motivate, coach, and support QA Analysts to enhance their individual performance, productivity, and evaluation accuracy.
Quality Assurance & Auditing Oversight
- Ensure team audit targets are met while continuously monitoring key quality metrics (e.g., AHT, audit completion rates, and evaluation accuracy).
- Oversee the evaluation of client interactions, content management, and partner care activities across chat, call, and email.
- Perform spot checks on QA evaluations and lead regular calibration sessions to ensure consistent evaluation standards across internal teams and external partners.
- Manage complaint-handling processes and apply effective problem-solving techniques to resolve escalations.
Root Cause Analysis & Continuous Improvement
- Guide the team in conducting deep-dive analyses to identify process gaps and the root causes of customer, vendor, and rider dissatisfaction.
- Collaborate with internal stakeholders and cross-functional teams to design and implement service improvement initiatives that drive SAT (Satisfaction) performance.
- Oversee the process of providing constructive feedback and coaching support to frontline agents through their respective team leaders.
Administration, Reporting, & Stakeholder Management
- Track, analyze, and report quality trends at both the team and individual levels.
- Utilize Microsoft Excel, Google Sheets, Salesforce, and QA monitoring tools for data analysis, performance tracking, and executive reporting.
- Maintain effective, proactive communication with stakeholders and BPO teams across multiple countries to enhance service quality.
- Perform any other duties related to the role as assigned by the direct manager or executive management.
What you need to be successful
Qualifications
- Proven experience in quality assurance, auditing, or customer service operations, with a strong background in a leadership, supervisory, or Team Lead role.
- Full professional proficiency in English (written and verbal) is required.
- In-depth understanding of multi-channel support processes (chat, call, email) and key quality metrics (AHT, Quality Score, Audit Completion).
- Advanced proficiency in Microsoft Excel, Google Sheets, and Salesforce, with experience using QA monitoring tools and software.
- Detail-oriented with excellent analytical and problem-solving skills; ability to translate data into actionable insights and root-cause solutions.
- Outstanding leadership, coaching, and stakeholder management skills. Ability to provide clear, constructive feedback and build relationships across international teams.
- Comfortable working in a fast-paced, dynamic environment with shifting priorities and evolving business needs.
Who we are
foodora is part of the Delivery Hero Group, which is the world's pioneering delivery platform. Our mission is to provide a fantastic ordering experience – fast, simple, and right to the door. We operate in more than 70 countries worldwide. The Delivery Hero Group is headquartered in Berlin, Germany, has been listed on the Frankfurt Stock Exchange since 2017, and is part of the MDAX stock index.
What's in it for you
Your Benefits
- Modern 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!
