Regional Quality Development Lead

At Wolt, delivering top-notch customer support is at the heart of what we do—and quality is how we get there. We're now hiring a Regional Quality Development Lead to guide Quality Assurance efforts across multiple markets. In this role, you’ll lead local QA teams, use data to drive improvements, and ensure our support always meets the highest standards. If you're excited about making a measurable impact on customer experience—and helping others grow while you're at it—keep on reading!

What you’ll be doing

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.

Next steps 

This role offers the unique challenge of balancing strategic quality initiatives with hands-on leadership, requiring you to analyze trends, optimize processes, and collaborate with stakeholders to enhance performance. You’ll have a direct impact on customer experience, team development, and operational efficiency, making this an exciting opportunity for those who thrive in a fast-paced, problem-solving environment. If you’re looking for a role where you can drive change, lead a team, and influence quality at scale, this is your chance to make a difference! 🚀