Quality Assurance Specialist

WELCOME

Αθήνα
Μόνιμη
Πλήρης Απασχόληση

Πριν 13 ημέρες
Κάντε αίτηση εύκολα

About usFounded in 2015 in Athens, Greece, Welcome redefines the way people travel by going above and beyond the commoditized transfer service and being the first company to deliver a complete, personalised, in-destination travel experience. From the moment a traveler arrives at a new destination, until their return journey home, Welcome accommodates all their travel needs, including transfers, sightseeing trips, and local information, in the easiest, friendliest, and most personalised way possible. Welcome's drivers are experts in the area and share their local know-how to make travellers feel at home wherever they are. The company has also introduced contactless rides, thorough cleaning protocols, and protective equipment to make every journey safe.Being a travel tech startup, Welcome continues to grow and scale its operations and is quickly becoming a global category leader for in-destination travel services.

One of the highest-rated global transportation companies with a rating of 4.9/5 stars
230 destinations with a goal to reach 350 by 2024
Over 2,000 travel partners including 1,000 hotels, numerous vacation rentals, and travel agents, adding 50+ new ones every month
Over 1.5 Million happy travelers every year

⭐️ If you want to dive deeper into the awesomeness of Welcome's culture, click on to check our TikTok account.⭐️The TeamWe are a group of vibrant diverse people who love traveling and never settle on quality. Each one of us didn’t join Welcome by chance and believes deeply in what Welcome is trying to achieve, so we work relentlessly to make that happen. We challenge common logic, focus on design, put simplicity and usability first, and create memorable experiences. We keep learning and exploring better ways to serve our community and grow personally and professionally in our respective fields. We stay humble along the way, with a “pay it forward” mentality, but with big and bold goals.About the RoleThe Quality Assurance Specialist for Customer Support is responsible for evaluating the quality and effectiveness of customer support interactions through comprehensive audits. This role involves conducting detailed assessments of customer interactions, identifying areas for improvement, providing feedback to customer support representatives, and collaborating with cross-functional teams to enhance the overall quality of customer service. The Quality Assurance Specialist will ensure that customer support representatives adhere to established quality assurance standards, policies, and procedures, and strive to consistently deliver exceptional service to customers.Responsibilities

Audit Execution: Conduct thorough audits of customer interactions, including phone, email, and chat communications, to ensure compliance with quality assurance standards and guidelines.
Performance Analysis: Employ quality assurance tools and methods to evaluate the communication and problem-solving effectiveness of customer support representatives.
Feedback and Coaching: Provide constructive feedback to customer support representatives, highlighting both strengths and areas needing improvement. Recommend actionable steps for enhancing performance based on audit outcomes.
Reporting: Compile detailed reports of audit findings, maintaining accurate records of performance metrics to monitor trends and assess the impact of quality initiatives.
Knowledge Management: Keep all relevant training materials, process documents, and policy guidelines updated in company databases such as Confluence or Help Center.
Professional Development: Remain informed about the latest industry trends and advancements in customer support and quality assurance practices. Integrate these insights into our audit procedures to ensure best practices.
Expertise Sharing: Act as the go-to expert on quality assurance procedures, offering support and guidance to both new hires and existing customer support staff.
Culture Advocacy: Promote a culture of continuous improvement within the team, emphasizing the importance of excellence and proactive customer service.

Requirements

Bachelor's degree in Business Administration, Communication, or related field. Advanced degrees or certifications in relevant areas are a plus.
Proven experience in customer support or quality assurance, with a focus on auditing customer interactions and providing feedback and coaching to improve performance.
Strong understanding of quality assurance principles, methodologies, and tools (such as Klaus), with experience in conducting audits and evaluations of customer support interactions.
Analytical mindset, with the ability to analyze data, identify trends, and develop insights to inform audit processes and drive continuous improvement initiatives.
Excellent communication and interpersonal skills, with the ability to provide clear, constructive feedback and build positive relationships with customer support representatives and other stakeholders.
Detail-oriented with strong organizational skills, and the ability to manage multiple tasks and priorities effectively in a fast-paced environment.
Ability to work independently and collaboratively as part of a team, with a strong commitment to achieving goals and delivering results.
Flexible in adapting to new technologies, methodologies, and changes in business requirements.
Excellent communication skills in English, both verbal and written, for clear and effective interactions.
Digital native: fluent in web and digital technologies
Out-of-the-box thinking.
A friendly and upbeat personality.

Benefits

Competitive salary package
Private Health Insurance Plan
Vibrant and fresh work environment at the center of Athens
Flexible work-from-home policy
The tools you need to successfully perform your daily tasks
The unique opportunity to join “the next big thing” at the ground level

Interested? If we got you excited and you think you have what it takes to join a young, well-funded, and fast-growing startup, then just hit the "Apply for this job" button!

WELCOME