Quality Assurance Specialist, Community Support Operations

As a Member Support Quality Assurance Specialist, you will closely monitor, analyse our partners’ performance, and work on development of our quality scoring system in order to provide recommendations and drive solutions that ensure excellent Customer Support to our members.

• Conduct root cause analysis to identify quality gaps and provide actionable improvement recommendations to relevant stakeholders.
• Conduct research and data analysis to support informed, evidence-based decisions on enhancing CS quality standards.
• Perform validations/analysis for the new automated quality metric and offer suggestions for its improvements.
• Collaborate with partners to ensure adherence to compliance requirements (quality evaluation calibrations).
• Work closely with our partners to ensure the right knowledge level of quality scoring.
• Conduct regular ticket analyses related to achieving business objectives.
• Provide timely feedback and reports to relevant stakeholders.
• Collaborate with internal stakeholders (especially product team) to drive improvements within the team's area of responsibility and multi-team projects.
• Leverage technology and tools to minimise gaps in quality standard interpretation and work towards fully automated quality checks and audit scorecards with minimal manual effort and diverse data insights.
• Maintain comprehensive documentation of quality assurance processes and continuously refine them.
• Look for more efficient ways of working, generate new ideas, and initiate change.
• Work in a fast-paced, dynamic environment, adapt to changes fast.

• Capable of analysing data and metrics to make informed decisions and develop effective quality solutions.
• Proven track record in customer support quality assurance or a related field (experience conducting audits and assessments is a plus).
• Strong stakeholder management skills.
• Demonstrate exceptional thoroughness and accuracy in identifying errors, inconsistencies, and quality issues.
• Familiar with industry-specific quality standards and compliance requirements, ensuring adherence to best practices.
• Efficiently identify problems and implement solutions to improve processes and outcomes.
• A proactive approach to driving process improvements and a personal and professional development commitment.
• Excellent communication skills, including presentation and public speaking abilities.
• Fluent in English (C1 level).

Nice to have

• Experience with quality management software and related tools is a plus.

• The opportunity to benefit from our share options programme
• 25 working days of holiday
• Access to all the tools & tech needed for work
• Home office support: we provide IT workstation equipment and a personal budget of up to 80540 for home workplace furniture
• Private health insurance
• Digital mental and emotional health support and Employee Assistant Program (EAP)
• Frequent team-building events
• A personal monthly budget for shopping on Vinted
• The opportunity to spend up to 90 days per year - 21 of which can be spent working outside of the EU - on workation
• A dog-friendly office
• In Vilnius office: gym & in-house meals at friendly prices
• In Kaunas office: a monthly lunch allowance, and a once-a-week provided in-house lunch and breakfast