Senior Quality Assurance Specialist (Customer Care)

As a Senior Quality Assurance Specialist, you will play a pivotal role in ensuring the delivery of exceptional customer experiences by monitoring, analyzing, and enhancing the quality of customer interactions. You will collaborate closely with our vendor teams to identify areas for improvement, conduct coaching sessions, and implement strategies that contribute to the overall success of our customer care operations. The role would include flexible working hours Monday through Friday.

YOUR CHALLENGE:

• Quality Snapshots: regularly conduct thorough evaluations of concierge’s interactions to assess service quality and adherence to our Quality Matrix.
• Calibration Sessions: coordinate and facilitate calibration sessions with our vendors to ensure consistent evaluation standards. Collaborate with team leaders to address discrepancies and align evaluations, fostering a unified understanding of our quality standards and processes.
• Group Coaching Sessions on Specialized Topics: Develop and lead group coaching sessions to address specific areas of improvement identified through quality assessments.
• Individual Coaching Sessions: conduct individual coaching sessions with concierges to provide personalized feedback and support professional growth. Guide the Team Leads to create development plans based on individual strengths and opportunities for improvement.
• Analysis of Contacts with Low CSAT Survey Results: to identify trends, pain points, and areas requiring improvement.
• Analysis of Contacts with Low AI Sentiment: to identify which kind of conversations results in unsatisfied customers.
• Klaus: Manage the Klaus system used for interaction evaluations, ensuring accurate scoring and alignment with evolving business needs.

 ABOUT YOU

• Relevant Experience: Proven track record in similar roles, demonstrating expertise in quality management and customer care.
• Coaching Skills: Ability to mentor and guide team members to enhance their performance.
• Constructive Feedback: Provide actionable insights to improve service quality.
• Development Focus: Create and implement plans for professional growth and skill enhancement.
• Stakeholder Collaboration: Strong skills in collaborating with stakeholders from various departments to ensure effective communication, alignment, and coordination in customer care operations.

About Blacklane
Our mission is simple but powerful: to become the world’s leading premium, global chauffeur service. Operating in 50+ countries, we reimagine chauffeur-driven rides by prioritizing reliability, innovation, and first-class service at every step. Blacklane is also at the forefront of sustainable mobility efforts, continuously working to reduce our operational impact on the planet.   Our Company Culture
Blacklane has grown from a two-person startup in Berlin to a global team of over 300 people representing 54+ nationalities. Powered by our commitment to care,  inclusion, innovation, and collaboration, we support employees through initiatives like Employee Resource Groups (ERGs), mentorship programs, and more.

Here are just a few examples of the ERGs fostering connection:

• LGBTQIA+ Network – Advocating for inclusivity and championing allyship.
• Bookclub – Encouraging cultural exchange, fostering discussion, critical thinking, and team engagement through shared reading and analysis.
• Blacklane Cares Leave – Spend up to eight paid hours annually volunteering for causes meaningful to you.

We welcome—and actively support—employees to create or join the communities that are important to them.

Why join us in a Blacklane on the fast lane?

• Fair Pay & Shared Success → We provide good salaries and automatically enroll all employees in our Virtual Stock Options Plan (VSOP). Your shares vest over four years, with full transparency on their value growth through Ledgy.
• Blacklane Mystery Rides → As a valued contributor to our success and growth, we are pleased to offer you one complimentary ride per quarter to experience and evaluate our chauffeur services firsthand.
• Learning & Development at Blacklane → We value the person beyond the CV, which is why we are committed to your continuous growth—not just for the company’s success, but for your own professional development. We believe that when our