Quality Assurance - Sales Enablement

Quality Assurance - Sales Enablement

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.

Job Description

Vendor experienced executives (QA) audit interactions to measure adherence to prescribed company policies and processes. The analyst is a flag bearer for the Yemeksepeti brand and evaluates interactions with an objective of improving overall customer experience through providing feedback on SOP, process and agent behavior for both compliance and sales improvement.

Auditing a team of front line agents across commercial for all sales transaction quality and SOP adherence for Commercial Operations

• To maintain desired levels of productivity & accuracy on audits performed by self
• To coach front line agents on overall SOP, process, new changes and sales skills improvement
• Perform RCA analysis to identify the root cause of vendor pain & flag potential issues

What You'll Do

• Performs call monitoring and delivers actionable insights, trend analysis, and performance reporting to site management and stakeholders.
• Leverages quality monitoring systems to track, analyse, and report performance at both team and individual level, highlighting key trends, recurring issues, and outliers.
• Conducts evaluations of calls and email interactions in line with QA standards, ensuring consistency and identifying improvement opportunities.
• Identifies customer and vendor pain points through deep-dive analysis and translates findings into structured insights to support coaching, process improvement, and sales/service effectiveness.
• Raises red flags on performance risks, compliance gaps, and systemic issues, ensuring timely escalation and mitigation.
• Provides targeted feedback to commercial operations leaders, Team Leaders, and Managers to drive coaching interventions and performance uplift.
• Partners with Sales Enablement and Training teams to address identified gaps, improve agent capability, and enhance overall service and conversion performance.
• Participates in calibration sessions and performance reviews with BPO partners to ensure scoring consistency, align expectations, and drive continuous improvement initiatives.
• Supports QA scorecard alignment by participating in calibration discussions and ensuring consistent interpretation and application across teams.
• Conducts QA reviews for new joiners to establish baseline quality standards and reinforce expectations early in the lifecycle.
• Delivers market-level reporting across assigned countries, highlighting performance trends, risks, opportunities, and improvement actions for leadership visibility.

Qualifications

• Ability to speak, read & write in the required language is mandatory
• Minimum 1-year handling sales QA or previous exposure in a sales program
• Strong attention to detail with the ability to ensure accuracy and consistency across all quality initiatives
• Good written and verbal communication skills, with a willingness to learn and adapt to new challenges.
• Ability to speak, read & write English is mandatory

Additional Information

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!