Contact Centre - Senior QA Specialist - German Speaker

About Perk

Perk (formerly TravelPerk) is revolutionizing travel and spend management. We provide an intelligent platform designed to eliminate the time-consuming, manual tasks that hinder productivity. Our tools automate everything from travel bookings to expenses and invoice processing, empowering businesses to focus on what truly matters.

Trusted by over 10,000 companies worldwide, including Wise, On Running, Breitling, and Fabletics, we're addressing the staggering $1.7 trillion problem caused by shadow work – the 7 hours of lost productivity per employee each week.

Founded in 2015, Perk has expanded into a global organization with over 1,800 employees across 12 offices. We're headquartered in London and Boston, driving innovation, control, and simplicity to transform the way businesses operate and how people experience work.

Our values – ownership, delivering a 7-star experience, and teamwork – guide our actions. We prioritize curiosity, purpose, and mindset, unlocking the potential within our talent. Our team comprises leading minds from the travel and SaaS industries, representing over 70 countries. Join us and make a real impact on how millions experience work.

Learn more at www.perk.com.

The Opportunity: Senior QA Specialist - German Speaker

Perk has achieved significant growth, surpassing $1 billion in travel transactions. With robust technology and high transaction volume, our focus now is on maintaining consistency. We are seeking a Senior Quality Specialist to join our QA Team, bridging the gap between our HQ culture and our global BPO network. This role is crucial in ensuring that the quality of service provided by agents in Manila is as seamless as that provided in Barcelona or Birmingham. You will be a key driver of quality across our outsourced hubs, analyzing performance trends, coaching vendor QA teams, and collaborating with cross-functional stakeholders to enhance service quality globally.

Role Overview

• Quality Monitoring & Insights
• Coaching & Training
• Process Improvement

Key Responsibilities

Quality Monitoring & Insights:

• Monitor QA performance across outsourced vendor hubs and identify trends, gaps, and improvement opportunities.
• Analyze data from multiple sources to pinpoint areas for process enhancements, training, or operational improvements.
• Track quality metrics, ensuring alignment with internal standards and providing actionable insights to leadership.

Coaching & Training:

• Deliver quality training and support to QA Specialists, Team Leaders, and key vendor staff to align them with Perk’s quality standards.
• Organize calibration sessions to maintain scoring consistency and alignment across vendor teams.
• Serve as a subject matter expert, offering guidance to vendor teams and internal stakeholders on QA best practices.

Process Improvement:

• Conduct root cause analysis of quality issues and implement corrective actions.
• Collaborate with cross-functional teams to enhance service quality globally.
• Develop and maintain QA documentation and procedures.

A Day in the Life

Here’s what a typical day might look like for a Senior QA Specialist:

• Morning: Start by reviewing the previous day's QA performance data across all outsourced vendor hubs. Identify any significant trends, gaps, or areas needing immediate attention. Analyze data from multiple sources, including call recordings, chat logs, and customer feedback, to pinpoint areas for process enhancements or training needs.
• Mid-day: Conduct a coaching session with a vendor QA Specialist who needs additional support in meeting Perk’s quality standards. Organize a calibration session with vendor teams to ensure scoring consistency and alignment. Participate in a cross-functional team meeting to discuss and implement process improvements.
• Afternoon: Work on developing and maintaining QA documentation and procedures. Serve as a subject matter expert, offering guidance to internal stakeholders on QA best practices. Analyze customer feedback and identify recurring issues, collaborating with the product and engineering teams to find long-term solutions.
• End of Day: Prepare a summary report of the day's activities, highlighting key findings and action items. Plan for the next day, prioritizing tasks based on the most pressing quality concerns.

Why Barcelona?

Barcelona offers a unique blend of culture, innovation, and quality of life, making it an ideal location for Perk's European operations:

• Tech Hub: Barcelona is a growing tech hub with a strong talent pool.
• Multicultural Environment: The city attracts professionals from all over the world, creating a diverse and dynamic work environment.
• Quality of Life: Barcelona offers a high quality of life with its beautiful beaches, vibrant culture, and delicious cuisine.
• Strategic Location: Barcelona provides easy access to other major European cities, facilitating collaboration and business development.

Career Path

At Perk, we are committed to providing opportunities for career growth and development. A Senior QA Specialist can advance to roles such as:

• QA Manager: Oversee the entire QA function and lead a team of QA Specialists.
• Process Improvement Manager: Focus on identifying and implementing process improvements across the organization.
• Training Manager: Develop and deliver training programs to improve employee skills and performance.
• Operations Manager: Manage the day-to-day operations of a contact center or BPO.

Salary & Benefits

Perk offers a competitive salary and benefits package, including:

• Competitive base salary (based on experience and qualifications).
• Comprehensive health insurance.
• Paid time off and holidays.
• Employee discounts on travel and other perks.
• Stock options or equity grants.
• Company-sponsored events and activities.

Perk Culture

At Perk, we foster a culture of innovation, collaboration, and ownership. We value:

• Ownership: Taking responsibility for our actions and outcomes.
• 7-Star Experience: Delivering exceptional service to our customers and colleagues.
• One Team: Working together to achieve common goals.
• Curiosity: Continuously learning and exploring new ideas.
• Purpose: Making a meaningful impact on the world.
• Mindset: Approaching challenges with a positive and growth-oriented attitude.

How to Apply

If you are a motivated and experienced QA professional with fluency in German and a passion for delivering exceptional customer service, we encourage you to apply. Please submit your resume and cover letter through our online application portal.

Frequently Asked Questions (FAQ)

1. What are the key responsibilities of a Senior QA Specialist?

   The key responsibilities include monitoring QA performance, analyzing data, delivering training, and implementing process improvements.

2. What qualifications are required for this role?

   The required qualifications include proven experience in quality assurance, fluency in German and English, and strong analytical skills.

3. What is the career path for a Senior QA Specialist at Perk?

   A Senior QA Specialist can advance to roles such as QA Manager, Process Improvement Manager, or Training Manager.

4. What benefits does Perk offer?

   Perk offers a competitive salary and benefits package, including health insurance, paid time off, and employee discounts.

5. What is the company culture like at Perk?

   Perk fosters a culture of innovation, collaboration, and ownership.

6. What tools and technologies will I be using in this role?

   You will be using various QA tools and software, as well as data analysis platforms.

7. How does Perk support professional development?

   Perk offers professional development opportunities, including training programs and mentorship opportunities.

8. What is the work environment like in Barcelona?

   The work environment in Barcelona is diverse, dynamic, and multicultural.

9. How does Perk ensure quality consistency across its global BPO network?

   Perk ensures quality consistency through rigorous monitoring, training, and process improvement initiatives.

10. What is Perk’s approach to customer satisfaction?

    Perk is committed to delivering a 7-star experience to its customers, focusing on exceeding expectations and providing exceptional service.