Quality Assurance Analyst - Swedish/ Norwegian/ Czech speaker

We are seeking fluent  Norwegian / Swedish/ Czech 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.