Head of Quality Development, Support Operations

About Wolt

At Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we're building the delivery of (almost) everything and you'll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe.

Working at Wolt isn't always easy, but it's definitely exciting. Here you'll learn more, build more, and ship more than in most other companies. You'll be challenged a lot, but also have a lot of fun on the way. So, if you're a self-starter with drive and entrepreneurial spirit, this could be the ride of your life.

As the Head of Quality Development, you will drive the global vision for service excellence across our Support Operations, overseeing regional quality teams and ensuring strategic alignment across all quality assurance efforts. This role is ideal for someone who combines deep QA expertise with strong leadership, thrives on innovation, and knows how to empower their team to think beyond checklists and shape the future of support quality at Wolt.

What you'll be doing

• Define and champion the global strategy for Quality Development, aligned with Wolt's mission to deliver consistently excellent customer experiences.
• Translate strategic goals into scalable QA programs that work across diverse markets and operating models.
• Manage and mentor regional Quality Development Managers and their teams, fostering ownership, innovation, and accountability.
• Ensure consistent implementation of Wolt's quality standards across all markets, while enabling local adaptation where needed.
• Collaborate with Global Support Leadership and Regional Managers to ensure quality programs are fully integrated into wider operational strategies.
• Identify opportunities to evolve our QA approach, using insights from DSAT analysis, RCA findings, industry best practices, and tech tools like MaestroQA.
• Drive experimentation and innovation in how we measure, improve, and communicate quality – always aiming to stay ahead of the curve.
• Ensure quality data supports business-critical decisions, presenting insights clearly to senior leadership.

Our humble expectations

• 5+ years of QA leadership experience, ideally in a fast-paced Support or Customer Service environment with a global or regional scope.
• Proven experience building and leading distributed teams, with a track record of empowering others and cultivating leadership in others.
• Deep understanding of QA processes, frameworks, and systems – and when to challenge or reinvent them.
• Ability to balance standardization with local needs – you're pragmatic, not dogmatic.
• Analytical mindset: strong with data, but always keeps the human experience in focus.
• Confident communicator who brings clarity and energy to strategy discussions and operational rollouts.
• A change driver: excited by evolving organizations and unafraid of a blank canvas.

Our Commitment to Diversity and Inclusion

We're committed to growing and empowering a more inclusive community within our company, industry, and cities. That's why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.