Quality Assurance Specialist, Cs Operations

TL;DR

Quality Assurance Specialist (CS Operations): Monitoring and analyzing partner performance to provide recommendations and drive solutions that ensure excellent Customer Support to hirify.global members with an accent on compliance and quality-focused lens. Focus on regular ticket analyses, providing timely feedback, and leveraging technology for automated quality checks.

Location: Hybrid, 2 days in office are recommended but not enforced.

Salary: €1,917- €2,592 gross per month

Company

hirify.global is Europe’s leading platform for second-hand fashion, connecting millions of members across 20+ markets to buy and sell pre-loved clothing and lifestyle items.

What you will do

• Conduct agent quality check audits to ensure partners' compliance with hirify.global standards.
• Collaborate with partners to ensure adherence to compliance requirements and the right knowledge level of quality scoring.
• Conduct regular ticket analyses related to achieving business objectives and provide timely feedback to stakeholders.
• Collaborate with internal stakeholders to drive improvements within 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.
• Maintain comprehensive documentation of quality assurance processes and continuously refine them.

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.
• English: C1 level required.

Nice to have

• Experience with quality management software and related tools is a plus.
• Open and positive to change.

Culture & Benefits

• Opportunity to benefit from our share options programme.
• 25 working days of holiday.
• Home office support: we provide IT workstation equipment and a personal budget of up to €540 for home workplace furniture.
• Private health insurance.
• Frequent team-building events.
• The opportunity to spend up to 90 days per year - 21 of which can be spent working outside of the EU - on workation