Care - Senior Quality Assurance Specialist

<h3><strong>About GetYourGuide</strong></h3> <p><span>GetYourGuide is the globally leading marketplace for unforgettable travel experiences. Travelers use GetYourGuide to discover the best things to do in a destination. Since its founding in 2009, people from all over the world have booked more than 150 million tours, activities, and attraction tickets through GetYourGuide. Powered by a global team of over 800 travel experts and technologists, we are headquartered in Berlin and have 17 local offices around the world. Visit </span><a href="https://getyourguide.careers"><span>our careers website</span></a><span> to learn more.<br/><br/><br/></span></p> <h3><strong>Team mission</strong></h3> <p>Our mission is to ensure each of our customers, suppliers and affiliate partners consistently get an outstanding customer experience.</p> <p>We are looking for a Senior Quality Assurance Specialist, part of the Customer Experience Team within Care. This role is crucial in ensuring that we consistently deliver high-quality support, maintain compliance, identify improvement areas, and enhance the overall customer experience. You will act as a Subject-Matter Expert (SME) identifying critical processes and trending Quality Assurance (QA) opportunities such as AI, as well as defining standardization of audit processes globally across multiple human handled channels and chatbot.</p> <p>This role reports to the QA Manager and is Berlin-based.<br/><br/><br/></p> <h3><strong>You will:</strong></h3> <ul> <li>Lead calibration/alignment sessions with critical stakeholders, as well as present findings to the business.</li> <li>Efficiently interpret and analyse quality assurance data, which drives decision-making that balances the user experience and business needs.</li> <li>Prepare detailed reports on quality metrics and present findings to the business.</li> <li>Lead continuous improvement in coaching, training, chatbot and processes, with a data-driven deep dive into opportunity areas within Care Operations. This entails delivering insights and regular reports to key stakeholders and management.</li> <li>SME of quality procedures and quality guidelines.</li> <li>Take ownership and contribute to projects around initiatives that drive added value to the business, to the team and to the customer/supplier/partner experience.</li> <li>Own QA metrics such as chatbot satisfaction, alignment score and QA score, ensuring compliance with company policies, procedures, and regulatory requirements.</li> <li>Independently manage projects with cross-functional teams to enhance overall Care team quality and drive understanding of QA topics.</li> <li>Mentor QA Specialists and instil the customer-first mindset globally among our partners.<br/><br/><br/></li> </ul> <h3><strong>Who you are:</strong></h3> <ul> <li>Proven experience (2+ years) in a quality assurance role within a customer service environment, including automated QA methodologies.</li> <li>Excellent communication and interpersonal skills.</li> <li>Strong attention to detail and analytical thinking.</li> <li>A proactive approach to problem-solving and a commitment to continuous improvement.</li> <li>Experience with CRM tools like Zendesk as well as LMS tools.</li> <li>Excellent written and verbal communication skills in English.</li> <li>Proficiency in using quality assurance software and tools (e.g. Dixa, MaestroQA, Klaus/ZendeskQA).</li> <li>Certification or training in quality assurance methodologies (e.g., Six Sigma).<br/><br/><br/></li> </ul> <h3><strong>How we set you up for success:</strong></h3> <ul> <li>Invest in your development with an annual personal growth budget</li> <li>Enjoy flexibility with a hybrid work-from-home and telecommuting policy</li> <li>Save on transportation costs with discounted public transportation tickets</li> <li>Support your loved ones with generous maternity and paternity leave policies</li> </ul> <p>And more...</p> <h3>We look forward to hearing from you</h3> <p><span>Unlock your full potential and join our mission to create unforgettable experiences for millions around the world. If you have the skills and passion for joining our team, we invite you to apply by submitting your CV/resume in English through the form below. Check out <a href="https://www.getyourguide.careers/how-we-hire" target="_blank">how we hire</a> for tips and visibility into our process and check out<a href="https://www.getyourguide.careers/life-at-getyourguide"> life at GetYourGuide.</a> If you have any further questions, please do not hesitate to contact us via <a href="mailto:jobs@getyourguide.com" target="_blank">jobs@getyourguide.com</a>.</span></p> <h3><strong>We are an equal-opportunity employer</strong></h3> <p><span>Our commitment is that every qualified person will be evaluated according to skills regardless of age, gender identity, ethnicity, sexual orientation, disability status, or religion. Please refrain from including your picture and age with the application. </sp