QA & Process Strategy Associate

Há 1 mês

Lisboa, Lisboa, Portugal Indie campers Tempo inteiro
About Indie Campers

Indie Campers is a leading campervan marketplace that aims to make road trips accessible to everyone. With a strong focus on customer-centricity and digital innovation, we have developed a robust booking experience and offer high-quality road trips at affordable prices.

Our platform has facilitated over one million nights of rentals, welcoming more than 300,000 travelers from 169 countries. We offer a diverse range of road trip possibilities, including short-term RV rentals, long-term campervan subscriptions, and vehicle sales.

As a dynamic and growing company, we are seeking talented individuals to join our team and contribute to our mission.

The Role

We are seeking a QA & Process Strategy Associate to join our central team dedicated to optimizing and managing strategies for Customer Support and Operational Support. The successful candidate will be responsible for structuring a specific capability of our operating model to achieve the main objectives of Operations: fleet availability, customer satisfaction, and operational efficiency.

The ideal candidate will develop and implement training programs and process guidelines that empower the Global Support Delivery team and Regional Support Leads to deliver exceptional service. To excel in this role, the candidate will need to develop a deep understanding of Indie Campers' value proposition and the terms and conditions that define our customer relationships throughout the entire journey.

The QA & Process Strategy Associate will create and refine strategies to ensure that all support agents, whether they handle pre-trip inquiries, on-trip assistance, or service recovery, as well as their team leaders, are thoroughly trained and equipped to perform their roles at the highest level.

Key Responsibilities
  • Develop and implement training strategies for all support agents and team leaders, ensuring that each group receives tailored training that equips them to handle their specific responsibilities effectively.
  • Establish and standardize comprehensive training programs that cover all necessary skills, knowledge, and processes for agents that require those capabilities.
  • Develop and enforce standardized process guidelines that agents and team leaders must follow, ensuring consistency in service delivery and adherence to best practices across all support functions.
  • Continuously monitor the effectiveness of training programs through assessments, feedback, and performance metrics, using these insights to refine and improve training content and delivery methods.
  • Work closely with the Global Support Delivery team to ensure that trained processes are being followed consistently, and that service delivery meets the established quality standards.
  • Implement quality assurance measures to identify gaps and areas for improvement.
  • Creation and coordination of strategic projects that result in the implementation of structural changes to the support operational model, improving key components of the service given to the customer and our local operations.
  • Lead, train, and manage junior team members of the Support Strategy team allocated to projects and initiatives, acting as a mentor and guide to less experienced analysts, sharing expertise and helping to develop the next generation of talent within the team.
  • Collaborate with Regional Teams: Work closely with regional directors and local teams to adapt and apply central strategies to specific regional contexts, ensuring successful implementation and execution.
Requirements
  • Bachelor's degree in Business, Training & Development, Human Resources, or a related field.
  • 3+ years of experience in training, process improvement, or QA roles.
  • Strong understanding of training methodologies, QA protocols, and best practices.
  • Excellent organisational and time management skills.
  • Strong analytical and problem-solving abilities.
  • Effective communication and interpersonal skills.
  • Proficiency in LMS tools.
  • Ability to thrive in fast-paced, dynamic environments while managing multiple tasks.
  • Strong attention to detail with a commitment to operational excellence and continuous improvement.
  • Fluency in English is mandatory.

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