Head of Quality Development, Support Operations

As the Head of Quality Development at Wolt, you will lead the global vision for service excellence across our Support Operations. You’ll oversee regional quality teams, ensuring strategic alignment across all quality assurance efforts. This role is perfect for someone who combines deep QA expertise with bold leadership, thrives on innovation, and empowers their team to go beyond checklists to redefine support quality at scale.

What You’ll Be Doing

• Define and champion the global Quality Development strategy, aligned with Wolt’s mission to deliver consistently excellent customer experiences.
• Translate strategic goals into scalable, cross-market QA programs tailored for diverse operating models.
• Manage and mentor regional Quality Development Managers and teams—promoting ownership, innovation, and accountability.
• Ensure consistent implementation of Wolt’s quality standards while enabling thoughtful local adaptation.
• Collaborate with Global Support Leadership and Regional Managers to embed quality into wider operational strategies.
• Identify opportunities to evolve our QA approach using insights from DSAT analysis, RCA findings, and tools like MaestroQA.
• Drive experimentation and innovation in how we define, measure, and communicate quality metrics.
• Ensure quality insights directly support business-critical decisions—clearly presenting findings to senior leadership.

Our Humble Expectations

• 5+ years of leadership experience in QA, preferably within a fast-paced, global support or customer service environment.
• Track record of building and leading distributed, high-performing teams and empowering others into leadership.
• Deep understanding of QA frameworks, systems, and when to challenge or reimagine them.
• Balanced approach to standardization and local customization—you’re pragmatic, not dogmatic.
• Analytical thinker with strong data fluency and a people-first mindset.
• Clear and confident communicator, capable of bringing energy and alignment to strategic rollouts.
• A change driver—comfortable with ambiguity and excited by building from scratch.

Our Commitment to Diversity and Inclusion

At Wolt, we’re committed to building a more inclusive community within our company and beyond. We actively hire and nurture diverse teams with a variety of backgrounds, experiences, and perspectives. We believe real innovation happens when everyone has a seat at the table—equipped with the tools, resources, and opportunities to thrive.