Head of Quality Development, Support Operations

Head of Quality Development

As the Head of Quality Development, you will drive the global vision for service excellence across our Support Operations. You will oversee regional quality teams and ensure strategic alignment across all quality assurance efforts. This role is perfect for someone with deep QA expertise, strong leadership skills, and a passion for innovation. If you’re ready to empower teams and shape the future of support quality at Wolt, we’d love to hear from you.

What You’ll Be Doing

• Define and champion the global strategy for Quality Development aligned with Wolt’s mission to deliver excellent customer experiences.
• Translate strategic goals into scalable QA programs suitable for diverse markets and operating models.
• Manage and mentor regional Quality Development Managers and their teams to foster ownership, innovation, and accountability.
• Ensure consistent implementation of Wolt’s quality standards globally while allowing for local adaptation where necessary.
• Collaborate with Global Support Leadership and Regional Managers to integrate quality programs into broader operational strategies.
• Identify opportunities to evolve QA practices using DSAT analysis, RCA insights, industry best practices, and tools like MaestroQA.
• Drive experimentation and innovation in how we measure, improve, and communicate quality metrics.
• Present quality data and insights clearly to senior leadership to support business-critical decisions.

Our Humble Expectations

• 5+ years of QA leadership experience in fast-paced Support or Customer Service environments with global or regional scope.
• Proven experience building and leading distributed teams, with a record of empowering and developing others.
• Deep understanding of QA processes, frameworks, and systems – and the wisdom to know when to challenge them.
• Pragmatic mindset – able to balance standardization with local needs.
• Analytical approach – strong with data, always keeping the human experience front and center.
• Confident communicator – brings clarity and enthusiasm to strategy and operations.
• Change driver – energized by growth and comfortable with a blank canvas.