Job Description

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

Conduct agent quality check audits to ensure partners' compliance with Vinted standards through a quality-focused lens.
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.

Requirements

Proven track record in customer support quality assurance or a related field (experience conducting audits and assessments is a plus).
Capable of analysing data and metrics to make informed decisions and develop effective quality solutions.
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.
Experience with quality management software and related tools is a plus.
Open and positive to change.
Fluent in English (C1 level).

Company offers

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 540 for home workplace furniture
Private health insurance
Mental and emotional health support through the Mindletic app
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