QA and Process Optimization Specialist

3 semanas atrás


Lisboa, Lisboa, Portugal Indie campers Tempo inteiro

About Us

Indie Campers, a leading campervan marketplace, aims to make road trips accessible to everyone. Our customer-centric approach and digital platform enable seamless booking experiences and affordable road trips. With over one million nights booked, we've welcomed over 300,000 travelers from 169 countries.

Our team is dedicated to delivering exceptional service. As a QA and Process Optimization Specialist, you will play a crucial role in optimizing our customer support and operational processes. You will be responsible for developing and implementing training programs, process guidelines, and quality assurance measures to ensure consistency and high-quality service delivery.

The Role

As a QA and Process Optimization Specialist, you will work closely with our Support Strategy Director to ensure that our support teams are well-prepared, processes are followed, and service delivery is consistently high across all regions. Your key responsibilities will include:

  • Developing training strategies for support agents and team leaders
  • Establishing and standardizing comprehensive training programs
  • Developing and enforcing process guidelines
  • Monitoring training effectiveness and refining programs
  • Working with the Global Support Delivery team to implement quality assurance measures
  • Leading strategic projects to improve the support operational model
  • Collaborating with regional teams to adapt and apply central strategies

Requirements

  • Bachelor's degree in Business, Training and 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 organizational 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 environments
  • Strong attention to detail and commitment to operational excellence
  • Fluency in English is mandatory


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