QA Team Lead

Company Description

Wolt is a technology company that makes it incredibly easy to discover and get the best restaurants, grocery stores and other local shops delivered to home or to the office. Our local commerce platform makes it easy for customers to order whatever they need on one app, for merchants to make additional sales, and for couriers to make meaningful earnings flexibly. To enable this, Wolt develops a wide range of technologies from local commerce platform to retail software and financial solutions, as well as operates its own grocery stores under the brand Wolt Market. Wolt was founded in 2014 and joined forces with DoorDash in 2022. DoorDash operates in 27 countries today, 23 of which are with the Wolt product and brand. 

So, why work at Wolt?
At Wolt, we’re about getting things done.
You’ll probably enjoy it here if you like taking ownership, developing yourself and being around friendly, humble and ambitious people.
We work hard to make cities into better places, and it’s pretty cool seeing us grow every week. If you’re passionate about building things that just… work, Wolt might be for you.

Our Commitment to Diversity, Equity & Inclusion
We want to have all sorts of people in our team – people like you and me, and people different from you and me. To be able to work with diverse teammates – when it comes to gender, age, ethnicity, life background, sexual orientation, political views, religion, or any other personal trait – we consciously aim to offer equal opportunity for everyone to work with us. This is because we believe diverse teams make the most thought-through decisions and build things in the most inclusive way.

Job Description

To be successful in this role you will need to be independent, customer-oriented, and have excellent interpersonal and relationship-building skills to provide the best support to our Customers, Merchants, and Courier Partners. We are looking for someone who takes ownership beyond the obvious and who can take that extra step to support our Support team.

In this role, through leading the Quality Assurance team you would contribute to the development of an environment in which our team has the ability to learn and grow through encouragement and empowerment. QA Lead is in charge of our team of Quality Specialists, but also overlooks our Training operations. You would be expected to lead by example and show what customer-obsession means: At Wolt, the Support Team knows that customer interactions serve a larger purpose than simply fixing problems. The QA Lead will raise the bar for the way support is provided at Wolt and ensure that we meet our quality standards and improve our customer experience for all parties.

What you will be doing:

• Managing your team: manage the work of our Quality Specialists, set and control their KPIs, provide performance feedback and provide general people management support

• Analyzing and optimizing: You will look for patterns in our data and translate them into actions. You will communicate these to all stakeholders, track the impact of latest changes, and suggest optimization along the way so as to improve the team’s performance in set KPIs. 

• Strategizing and collaborating: You will develop strategies to improve customer service experience and satisfaction while creating engaged customers. Knowing the inner mechanics of our customer service systems, you will collaborate closely with the extended management Support team as well as our other teams to meet the needs of our customers and partners. You will be the expert and the go-to person when it comes to our processes and setup, and you will be expected to suggest solutions for nex challenges.

• Leading Maestro QA program: You will be the DRI for Maestro program, driving the development of our team’s engagement, overall score, as well as its individual aspects. You will also be the POC for the global Support team in Maestro, so you will need a detailed understanding of the entire setup and practices.

• Leading the Training program: You will have end-to-end ownership of the Training setup within our team, from controlling the trainers’ performance quality, to the training organization, content, or general practices.

Qualifications

• You are an excellent communicator and you are fluent in Czech/Slovak and English.

• You are customer obsessed and have experience in Customer Support or Customer Service.

• You have experience in leading a team and you enjoy working as a people manager.

• You have a can-do attitude and are ready to roll up your sleeves and get to work in a fast-paced environment.

• You are able to translate data into actions and make the rest of the core team understand how Customer Support is progressing.