Arbetsbeskrivning

National Quality Lead

At foodora, our riders are the heart of everything we do. Their performance, professionalism, and satisfaction directly impact our customers’ experience—and our success in the Swedish market. That’s why we’re looking for a National Quality Lead to take our rider excellence to the next level.

About the role

As the National Quality Lead, you will be responsible for building and implementing scalable frameworks to support, empower, and develop our rider fleet of over 7,000 riders across Sweden. You’ll play a key role in driving quality, efficiency, and consistency in our rider operations—ensuring that riders are set up for success, our processes are future-ready, and our brand continues to lead in delivery excellence.

You’ll also lead and support our five experienced Area Managers, each managing one of Sweden’s key regions: West, South, North, Central, and East.

Your mission

• Ensure high-quality rider operations across the country in a scalable and resource-efficient way
• Enable riders to perform their job as efficiently and smoothly as possible
• Set and uphold standards that strengthen our brand and support rider satisfaction

What you’ll work on

• Develop and improve training frameworks for new and existing riders
• Set up processes for ID verification, sickness reporting, and renewal management
• Implement follow-up structures for performance, compliance, and rider feedback
• Ensure riders are well-informed, correctly equipped, and represent the brand positively
• Support smooth rollout of features in our Roadrunner delivery app through input and feedback
• Maintain a high-quality Helpcenter with accurate and helpful information for riders
• Guide and train local rider operations teams to execute procedures effectively
• Standardize and scale best practices across all regions
• Drive digitalization and automation of internal rider operations and communication
• Ensure compliance with legal and regulatory requirements for fleet management
• You will be in charge of KPIs such as Acceptance Rates, Excused/Unexcused No-Shows, Rider, Compliance Issues, Break times, Customer complaints, Rider Contacts & Inquiries and Office Hour Efficiency (%)

Who you are

• A strategic thinker with a hands-on approach to operations
• Experienced in leading teams and building scalable processes
• Familiar with field operations, logistics, or workforce management (experience with gig economy platforms is a plus)
• Strong communicator and people leader who can align teams across regions
• Tech-savvy with an eye for process automation and digital tools
• Analytical and data-driven in decision-making
• At least 5 years of experience in similar field, preferably gig-economy

What’s in it for you?

• Wellness allowance topped with the opportunity to participate in many work/life balance initiatives at foodora such as free group training at Sats & reduced price on massage.
• Employee discount at foodora (woho!) and awesome friday breakfasts!
• Occupational pension, incl. premium exemption insurance, accident insurance and life insurance.
• foodora Learning - Monthly learning sessions about different topics, such as the q-commerce industry, negotiation techniques and project management combined with a structured onboarding and inspiring courses within our learning tool Sana
• Great deals at Benify (for e.g. gym membership, e-bikes hotels, audiobooks, streaming services, clothes, kitchen supplies… and so much more!
• Awesome AW’s and (pink) parties!