Quality Assurance Specialist

About the role

Join a travel platform that helps people discover memorable experiences worldwide. The company’s mission is to make every trip exceptional for travelers, partners, and suppliers, and this role sits at the center of improving support quality across the journey.

As a Quality Assurance Specialist in the Care QA team, you will help ensure that customer support remains consistent, compliant, and high quality across human-handled interactions and automated experiences such as AI agents. You will act as a quality subject-matter expert, own audit governance, and turn quality findings into practical improvements for AI, training, and operational processes.

Your mission

• Assess quality at scale across human-led and automated support interactions by using scorecards and giving clear feedback that helps teams improve.
• Define what strong quality looks like across channels, monitor performance trends, and identify the main factors influencing outcomes.
• Create and maintain regular quality reports on a weekly, monthly, and quarterly basis, including segmentation, trend reviews, and leadership-ready summaries.
• Link quality results with key metrics such as efficiency, customer satisfaction drivers, contact rate, repeat contact, and automation performance to find leading indicators, trade-offs, and root causes.
• Convert findings into improvements for AI experiences, including conversation design, guardrails, and escalation paths, or into human-side improvements such as agent behavior, knowledge resources, and training data.
• Build AI into QA workflows by introducing practical processes and simple tools that improve speed, consistency, and impact while respecting governance and privacy requirements.
• Work closely with cross-functional partners to make sure quality checks are considered when automated experiences are designed, launched, monitored, and refined.
• Run calibration discussions and provide expert guidance so QA standards are interpreted and applied consistently.

What you bring

• At least 3 years of experience in customer care settings.
• Strong written and spoken communication skills, along with the ability to manage stakeholders effectively.
• Excellent attention to detail, analytical thinking, and a proactive mindset focused on solving problems and improving processes.
• Confidence using analytics platforms such as Looker, Tableau, or Power BI, plus strong ability to turn data into clear stories and recommendations.
• Experience reviewing QA for partially or fully automated customer-facing interactions.
• Background in project coordination and working with multiple stakeholders.
• Familiarity with CRM systems such as Zendesk and learning management systems.
• Fluency in English, both written and spoken.

Extra advantage

• Hands-on experience with QA platforms such as Dixa, MaestroQA, Klaus, or Kaizo, as well as project tools like Jira.
• Training or certification in quality assurance methods such as Six Sigma.

Benefits

• Annual budget for personal development, plus mentorship support for ongoing learning.
• Ability to work from anywhere in the world for up to 30 days each year.
• Hybrid schedule with three in-office days each week (Monday, Tuesday, and Thursday) and two optional work-from-home focus days.
• Regular opportunities to connect with colleagues through quarterly team events and yearly company-wide gatherings.
• Monthly budget for transportation and fitness.
• Discounts on activities for you, your friends, and your family.
• Support for language learning expenses.
• Health and wellness benefits.

How to apply

Applicants should submit a CV or resume in English through the application form. If needed, candidates can reach out to the hiring team by email for questions. The company also states that it is an equal-opportunities employer and considers qualified candidates fairly regardless of age, gender identity, ethnicity, sexual orientation, disability, or religion. Applicants are asked not to include a photo or age in the application.

Work setup

This is an onsite role based in Berlin, Germany, with a hybrid routine of three office days and two optional work-from-home days.