Quality Assurance Coordinator

Quality Assurance Coordinator

We are looking for a Quality Assurance Coordinator to help us maintain and enhance our QA program, working in an agile environment with a continuous improvement aiming.

Coordinating the Quality Assurance Specialists team and reporting to our Quality Assurance Team Manager, you will be responsible for maintaining and improving our quality framework across the entire operational team, ensuring that the CX and Marketplace Content departments are compliant with the defined standards.

You will continuously analyse quality performance, customer feedback and other business indicators to detect improvement areas and customer pain points, and work collectively with the rest of the department and other company stakeholders on improvements. Always looking to provide an amazing experience to our customers and partners, you will lead and collaborate in cross-functional projects to benchmark our operations activities against industry best-in-class.

Responsibilities:
Coordinate, develop and coach a team of Quality Assurance Specialists responsible for managing our QA program across global markets and operational departments, including monthly performance reviews, as well as collaborate on hiring and onboarding new members when needed.
Assist in the QA induction training, as well as performing QA calibrations to ensure and drive QA alignment to defined quality standards and framework.
Ensure that the QA requirements are met and delivered on time, understanding the team workload and assigning the right resources to assure the QA framework is achieved.
Perform data analysis to understand trends and identify critical improvement points, using information from monitoring the QA framework and other metrics, as satisfaction and resolution scores.
Ensure that QA standards are maintained across multiple channels, platforms and departments through regular communication and alignment with managers, teams, and training functions.
Provide reports to the QA management detailing the QA framework performance, giving insight on quality monitoring finding, actionable improvement recommendations and impact evaluation.
Collaborate on the developing of a high standard QA program, monitoring and updating the QA framework based on result’s analysis, product and process changes and business strategy.
Work with the rest of the QA team to define and execute a strategy aimed at continuously increasing the quality of the product and service we deliver to our customers and partners, leading and collaboration in projects related to the launching of new initiatives, new tool functionalities and process redesign, among others.
About you:
Fluent in English, an additional language (French, Spanish, Italian, Dutch, German) is a plus.
Minimum of 2 years of experience managing a team.
Expertise in quality assurance fields, implementing quality frameworks and standards.
Data-driven and analytical minded, with an expertise on leveraging data to identify and improve service and product quality.
Excellent communication skills; ability to work across many departments and levels.
Strong coaching skills; background in leading and influencing others to meet their goals.
Highly organized and results driven, with a continuous improvement mentality.
Tech-savvy and confident navigating around new systems and in a fast-paced environment.
Proficient in Excel, PowerPoint, and G Suite applications required.
Experience of working with customer metrics and CRM tools.
Experience in CX and/or Content departments will be valued.
Knowledge of data analytics tools as Looker will be valued.
Available to work in a hybrid way, based in Barcelona.
About Treatwell:
Hi, we’re Treatwell. Nice to meet you.
We’re a team of 800 (and growing) passionate and brilliantly talented people across Europe. We’re the industry’s smartest salon management software, all connected to Europe’s leading bookings platform, working with over 50,000 salon partners across 13 countries, processing over 8 million bookings every month. And….breathe.
But we’re not done yet. We’re on an exciting journey to digitally revolutionise the hair and beauty community.
If this excites you, we might just have the role for you.

We will treat you with:
40€ Monthly vouchers to be used in our Treatwell marketplace
Opportunities for growth and development with a training budget
Great culture & working environment with an international team of different nationalities
28 working days of paid vacation
Gym membership discount
A dynamic organisation with regular social events and lots of other cool parties!
A challenging job at one of the fastest-growing companies in Europe
Enhanced parental pay & leave policy
Free fruit and coffee
An office 5-minutes walk from Plaça Catalunya, the heart of Barcelona
Work from home flexibility
Referral program with paid compensation
Equal Opportunities:

Treatwell is an ‘Open to All’ employer and warmly welcomes everybody to the team. People of colour, LGBTQIA+ people, neurodiverse people, individuals with impairments and parents are encouraged to apply. We encourage you to notify our team of your pronouns at any stage of your application.
We are committed to making reasonable adjustments to the recruitment process as required. Please add any adjustment requests to your application.
Treatwell

Fecha de publicación: 24/03/2023