QA & Training Coordinator

hace 2 meses

España Ukio A tiempo completo

About UkioWe are one of the most promising startups of 2024 with headquarters in Spain. We were founded in Barcelona, and since then, we've expanded to include offices in Madrid, Lisbon, Berlin, and Paris. This is only the beginning as we've got our sights set on spreading to the rest of Europe and later to include other continents as well.Ukio's mission is to empower individuals to live where they want, when they want. We do this by disrupting the traditional residential real estate market, providing fully furnished and artfully designed apartments for stays starting at one month. We remove all the hassle around finding a rental with no long-term contracts, security deposits, broker fees, moving/buying furniture, etc., giving choice and flexibility to allow people to plant their roots anywhere.Backed by Europe's best Venture Capital firms, this year will be vital in our growth as we look to further build out our team, further establish ourselves in our current markets, and expand our reach into multiple new markets. We are currently ranked in the top 10 startups in Spain by Linkedin, and we have successfully raised a Series A investment round of €27 million that will help propel our growth throughout Western Europe and bring us closer to reaching our goals.Our cultureWe honor diversity, compassion, and honesty above all else in our team. We’ve already got a great mix of dedicated, collaborative, and results-driven people and are looking for more like-minded folks to join our team. In true startup fashion, we always embrace the unknown and grant full autonomy to our team members to act as the owners of their projects and tasks. We are creators who embrace dynamic environments and take on and build up projects from scratch.Our team is composed of everyone from foodies to athletes, adventure seekers to art buffs. We know fun, and we always have a team event on our calendars, so are you ready to join us?ResponsibilitiesQuality Assurance Oversight:Lead the design, development, and implementation of a comprehensive quality assurance framework.Ensure that all guest interactions (calls, emails, chats) adhere to established company quality standards.Perform spot checks and deep dives on guest feedback to identify service gaps and areas for improvement.Audit and Reporting:Conduct regular quality audits, document findings, and share detailed reports with department heads.Track and analyze KPIs related to quality and training, such as guest satisfaction scores (NPS, CSAT), first response time, resolution time, etc.Identify patterns in guest feedback and team performance to preemptively address recurring issues.Present regular updates to leadership on quality initiatives, agent performance, and overall guest experience metrics.Feedback and Coaching:Provide constructive feedback to agents on areas for improvement, celebrating successes while addressing gaps.Work with team leaders to conduct performance reviews and help agents set development goals.Follow up on coaching sessions to ensure that agents apply the feedback in future interactions.Training Program Management:Create, update, and maintain a comprehensive training curriculum, including onboarding, product updates, and ongoing skill development.Conduct new hire training to ensure team members understand company processes, tools, and quality standards.Develop specialized training programs to address specific knowledge or skill gaps, such as soft skills, handling difficult guest situations, or product knowledge.Crisis Management Support:Assist the team during peak times or critical guest issues, ensuring swift problem resolution while maintaining quality standards.Offer guidance during escalations to ensure that the team handles complex guest concerns effectively.About YouExperience: Minimum 2-3 years of experience in a quality assurance or training role, preferably within a customer service or guest experience environment.Analytical skills: Proven ability to analyze performance metrics, identify trends, and develop actionable insights.Training and coaching: Demonstrated experience in creating and delivering training programs, along with a passion for coaching and developing others.Attention to detail: Ability to audit guest interactions thoroughly and consistently, while maintaining a focus on key performance indicators.Communication skills: Excellent written and verbal communication skills, with the ability to provide clear and constructive feedback.Process improvement: Experience in identifying process inefficiencies and implementing solutions to improve quality and productivity.Tech-savvy: Comfortable using quality monitoring tools, training platforms, and relevant software to track and improve performance.Team player: Ability to collaborate effectively with team leaders, agents, and other departments to ensure alignment on quality and training objectives.Language: Fluent in English and Spanish. A third language (French, German or Portuguese) is a big plus.Ukio's life benefitsPrivate Health Insurance with SANITASFlexible retribution with PayflowUKIO Anniversary giftTeam buildings and office eventsTransportation card (transportation coverage for roles that have traveling needed for their work tasks according to the internal policy)Breakfast at the office, fruits, nutrition bars, free coffee/tea and popcornAn amazing internal culture and no dress codeInternational working environment with many different nationalitiesUkio's culture promotes and values each individual's contribution. Diversity and inclusion, it’s a big topic for us, as such we encourage applications from individuals of all backgrounds, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief.Sky's the limit for us. We're here to revolutionize your life. Be part of this revolution.We look forward to receiving your application
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