Jobily
regional quality development lead
Wolt Greece
Αττική
Αττική
On Site
Διοίκηση Επιχειρήσεων
Permanent
Full Time
About the job
Lead and manage Quality Assurance teams
Manage the QA team(s) for your designated countries, including administrative tasks and resource planning.
Ensure adequate headcount and resourcing for all QA activities.
Supervise and monitor QA performance, particularly grader-related metrics, and take necessary actions to achieve performance targets.
Aggregate data and insights from audits, providing clear recommendations for improvement.
Elevate our quality
Lead the local quality assurance efforts, ensuring that all activities are aligned with global quality standards.
Identify areas of improvement within the QA processes and implement solutions to enhance overall performance.
Ensure consistency in grading and feedback processes across teams.
Turn insights into action
Collect and analyze audit data to provide actionable insights into the quality of support operations.
Monitor KPIs and take proactive steps to address any issues or inconsistencies.
Support Root Cause Analysis (RCA) for low-CSAT tickets and identify improvement opportunities to reduce dissatisfaction.
Collaborate across teams
Work closely with Support Operations leadership and other cross-functional teams to ensure alignment on quality objectives.
Liaise with global QA teams to ensure that local practices adhere to overall company goals and standards.
Engage with other teams, such as Training and Content, to ensure cohesive quality development initiatives.
Audit the auditor:
Run the Audit the Auditor (AtA) program, ensuring that quality auditors themselves are performing consistently and accurately.
Provide feedback and coaching to auditors based on AtA outcomes, driving continuous improvement in the audit process.
Continuous improvement
Contribute to the development and maintenance of quality improvement initiatives, such as calibrations and workshops, to ensure ongoing skill development in the QA team.
Regularly review and update quality guidelines and processes to keep them relevant and efficient.
Drive initiatives to streamline QA workflows and improve operational efficiency.
Our humble expectations
Proven leadership: You’ve led teams in dynamic support environments, and know how to guide, support, and inspire your team to perform at their best.
Analytical mindset: You’re confident working with data—spotting trends, interpreting KPIs, and using insights to improve both process and performance.
Quality systems expertise: You’ve worked with established quality frameworks, and you know how to maintain grading consistency, run calibrations, and facilitate audit cycles that truly move the needle.
Collaborative approach: You thrive in cross-functional settings and are great at building relationships across teams—from Support Ops to Training and Content.
Stakeholder management: You’re skilled at bringing people together around shared goals. You can balance different perspectives and ensure quality initiatives support our wider operational strategy.
Feedback-driven development: You actively seek input—from audit findings to team feedback—and turn it into tangible improvements. You see feedback as an opportunity to elevate both your team and the customer experience.
Clear communication: You can explain complex findings in a simple, actionable way. You’re comfortable presenting to different audiences and know how to tailor your message to get buy-in.
Detail-oriented with a big-picture view: You can zoom in to refine a grading form, and zoom out to think about how quality fits into our long-term goals.
Ownership & accountability: You take responsibility for outcomes and are driven to continuously improve. When something’s not working, you dig into the why and make a plan to fix it.
On Site
Διοίκηση Επιχειρήσεων
Permanent
Full Time
About the company
We’ve got an idea And it’s a big one
Anything in your city. Delivered to you within minutes. That’s where we’re heading, and we’d love you to help us get there!
A shopping mall at your fingertips
Think of it this way. It’s as if we’re building a shopping mall that fits in your hand. We started with the food court on the top floor, and over time we added groceries and other stores and boutiques.
If you build it, they will come
To pull this off we need glorious products. And that's exactly what we're determined to build. Our tech brings together our customers, courier partners and merchant partners in real time – calculating hundreds of millions of routes every day.
Getting the essentials right
Our story began in Helsinki – the capital of Finland. Low population density, no strong takeaway or delivery culture and high labor costs made it a tough nut to crack. And let’s be honest, the weather didn’t help. But it gave us a chance to focus on the essentials, like building our tech and making our operations as smooth as possible.
Customer experience comes first
From app design to dynamic discovery, our goal is always to offer the best experience. We’re humbled and proud to say our apps have the industry’s highest rating on the App Store (4.8) and Google Play (4.6)*. *Global average as of November 2023
Customer support with heart and soul
We know there are lots of moving parts with real-time deliveries. If something goes wrong, our support team is there to answer in the local language in under 2 minutes. These are real people, ready and waiting to help.
The right way to scale
From day one we built our tech with scaling in mind. This allows us to operate efficiently in small countries with a population of only one million – or in cities with just 10,000 people living in our delivery area.