Quality Assurance Specialist - DACH

The Role

The Vendor Management Office team is looking for a German speaking Quality Assurance Specialist who will be responsible for ensuring the quality of customer interactions across our global network of outsourced hubs. If you're detail-oriented and passionate about maintaining excellence in service quality, we want you to join our team!

In this role, you will collaborate with cross-functional teams to evaluate and improve vendor performance and training initiatives, enhancing the quality of outsourced customer care interactions across various locations.

Key Responsibilities

• Monitor and analyze Quality Assurance performance, identify trends, conduct evaluations, and collaborate with outsourced teams and training to improve quality.
• Deliver Quality training for outsourced Quality Assurance Specialists and Team Leaders and other key vendor staff to align them with internal quality assurance protocols.
• Organize calibration sessions, ensure alignment with quality standards, and track scoring consistency across teams to identify improvement areas.
• Analyze data from different sources to identify gaps and improvement opportunities in outsourced vendor hubs.
• Ensure Monthly Evaluation Completion for Hubs: Oversee completion rates, follow up on audits, and provide updates to Hub Managers to meet the monthly evaluation target.
• Anticipate, identify, and resolve quality issues related to compliance with internal Quality Assurance processes across different vendors.
• Represent QA in weekly business reviews, communicate key outcomes, and engage with stakeholders for feedback and insights.
• Cross-functional collaboration: Facilitate discussions with stakeholders on audit findings, share insights for decision-making, and address any related issues for continuous improvement.
• Analyze quality monitoring data to identify trends, patterns, and areas for improvement, providing recommendations for process enhancements or additional training.
• Serve as a subject matter expert in quality assurance for outsourced vendor operations, offering guidance to internal leadership on vendor performance.
• Build and customize quality assurance scorecards, reports, and dashboards to track vendor performance metrics.
• Stay up to date with industry trends, and best practices to continuously improve the outsourced QA process.

Qualifications

• Previous experience in quality assurance within a customer care or vendor management environment
• Excellent analytical and problem-solving skills, with experience using data to drive decisions and improvements
• Strong communication skills
• Fluent in English and German

Preferred Skills

• Attention to detail
• Great communication and interpersonal skills and a strong team player
• Knowledge of industry best practices in customer care quality assurance
• Excellent organizational, time management, customer service, and problem-solving skills while working in an environment with frequent changes
• Ability to effectively manage time and prioritise tasks
• Ability to lead and facilitate coaching and learning sessions
• Ability to treat data, create reports and utilise Google sheet and Looker

Our Benefits

• 💰 Competitive compensation, including equity in the company;
• 🌴 Generous vacation days so you can rest and recharge;
• 💊 Health perks such as private healthcare or gym allowance, depending on location;
• 🧩 "Flexible compensation plan" to help you diversify and increase the net salary;
• 🥳 Unforgettable TravelPerk events, including travel to one of our hubs;
• 💙 A mental health support tool for your well-being;
• 📒 Exponential growth opportunities;
• 🫶 VolunteerPerk - We offer 16 paid hours per year that you can use to give back to society by volunteering for a charity of your choice;
• 🌎 "Work from anywhere" in the world allowance of 20 working days per year.

How we Work

Our Vision is for a world where TravelPerk serves as the platform for human connection in-real-life (IRL). We take an IRL - first approach to work, where our team works together in-person 3 days a week. As such, this role requires you to be based within commuting distance of our Barcelona hub (office locations). We fundamentally believe in the value of meeting in-real-life to improve connectivity, productivity, creativity and ultimately making us a great place to work.

English is the official language at the office. Please submit your resume in English if you choose to apply.

TravelPerk is a global company with a diverse customer base—and we want to ensure the people behind our product reflect that. We’re an equal opportunity employer, meaning you’re welcome at TravelPerk regardless of your appearance, where you’re from, or anything else that makes you.