Quality Assurance and Training Specialist
hace 23 horas
About Ukio
We are one of the most promising startups in Europe, with our headquarters located in Spain. Founded in Barcelona, we have expanded to include offices in Madrid, Lisbon, Berlin, and Paris. Our mission is to empower individuals to live where they want, when they want. We achieve this by disrupting the traditional residential real estate market, providing fully furnished and artfully designed apartments for stays starting at one month.
Our team is dedicated to making a difference in the lives of our guests. As a Quality Assurance and Training Specialist, you will play a critical role in ensuring that our guests receive exceptional service. Your primary responsibility will be to design, develop, and implement a comprehensive quality assurance framework that meets our high standards.
Your duties will include:
- Leading the design, development, and implementation of a comprehensive quality assurance framework
- Ensuring that all guest interactions (calls, emails, chats) adhere to established company quality standards
- Auditing and reporting on guest feedback to identify service gaps and areas for improvement
- Tracking and analyzing KPIs related to quality and training, such as guest satisfaction scores (NPS, CSAT), first response time, resolution time, etc.
In addition to your quality assurance responsibilities, you will also provide constructive feedback to agents on areas for improvement, celebrate successes while addressing gaps, and work with team leaders to conduct performance reviews and help agents set development goals.
We offer a competitive salary of €50,000 per year, plus additional benefits including private health insurance, flexible retribution, and transportation card. You will also enjoy a dynamic working environment with opportunities for professional growth and development.
About You
We are looking for an experienced Quality Assurance and Training Specialist with a minimum of 2-3 years of experience in a similar role. You should have strong analytical skills, proven ability to analyze performance metrics, identify trends, and develop actionable insights. You should also have excellent written and verbal communication skills, with the ability to provide clear and constructive feedback.
If you are passionate about delivering exceptional guest experiences and are eager to join a dynamic startup team, please submit your application.
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