Description
Job Overview
As part of our Merchant Operations team, the Content, Training & Quality (CTQ) Manager plays a key role in making sure that the people who support our merchant partners know exactly how to do the work, and do it consistently. This is a global role: your audience is both our external BPO agents and our internal Operations team across 30+ Wolt countries.
Responsibilities
- Build and maintain process documentation, SOPs, and knowledge-base articles behind Merchant Operations workflows.
- Organise, facilitate, design and/or deliver onboarding and upskilling programmes for internal operations teams and external BPO agents.
- Work across operations team leaders and process owners to understand how each process actually runs, align on what "correct" looks like, and drive adoption of new or updated ways of working.
- Establish our quality assurance approach from the ground up, together with the Operations team.
- Proactively identify where unclear process, content, or training is driving errors, rework, or long handling times, and close those gaps before they become escalations.
Requirements
- 3–5 years in operations, learning & development, process enablement, or customer support.
- Demonstrated experience creating operational content (SOPs, process documentation, knowledge-base articles) and designing and delivering training to distributed, multicultural teams.
- Comfort working with quality and performance data to spot where processes are breaking down and prioritise what to fix first.
- Ability to work independently in an ambiguous environment, set your own starting point, and drive changes through to adoption without close direction.
What We Offer
- A blank page, not a maintenance job.
- Genuine global scope at IC level.
- Measurable impact.
- Real autonomy.
- Career growth in a fast-moving sector.
- Salary package and benefits, plus discounts on Wolt orders.