Quality Assurance Specialist, CS Operations

As a Member Support Quality Assurance Specialist, you will closely monitor and analyse our partners’ performance 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.
• Maintain comprehensive documentation of quality assurance processes and continuously refine them.
• Look for more efficient ways of working, generate new ideas, and initiate change.

• 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.
• Fluent in English (C1 level).

Nice to have

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

• 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