Support Quality Manager

📋 Description

• Lead and develop the local Customer Support Quality team, owning audit coverage, grading accuracy
• Oversee ticket and interaction audits to ensure adherence to service standards, tone of voice, and
• Monitor CSAT trends and support KPIs, identifying quality gaps and driving targeted improvement
• Ensure calibration consistency across markets and maintain alignment with global Support Quality
• Run RCA processes for low-CSAT cases and implement structured quality improvement initiatives.
• Partner closely with Support Operations, Training, and Content to translate quality insights into

🎯 Requirements

• Experience leading a Customer Support Quality / Service Quality / Contact Center QA team.
• Strong understanding of case auditing, grading frameworks, calibration processes, and CSAT drivers.
• Experience working in a support operations environment (contact center, BPO, or in-house support).
• Strong analytical skills with the ability to translate quality data into operational improvements.
• Excellent stakeholder management skills and experience working cross-functionally within operations.

🎁 Benefits

• A key leadership role with real impact on how millions of customers experience Wolt support.
• The opportunity to shape and scale quality practices in a growing, global tech company.
• Close collaboration with international teams and exposure to global quality initiatives.
• A culture built on trust, ownership, and continuous improvement.
• Competitive compensation and local benefits.
• A supportive, people-first environment that genuinely encourages learning and development.