.About Ukio |We are one of the most promising startups of 2024 with headquarters in Spain. We were founded in Barcelona, and since then, we've expanded to include offices in Madrid, Lisbon, Berlin, and Paris. This is only the beginning as we've got our sights set on spreading to the rest of Europe and later to include other continents as well .Ukio's mission is to empower individuals to live where they want, when they want. We do this by disrupting the traditional residential real estate market, providing fully furnished and artfully designed apartments for stays starting at one month. We remove all the hassle around finding a rental with no long-term contracts, security deposits, broker fees, moving/buying furniture, etc., giving choice and flexibility to allow people to plant their roots anywhere .Backed by Europe's best Venture Capital firms, this year will be vital in our growth as we look to further build out our team, further establish ourselves in our current markets, and expand our reach into multiple new markets. We are currently ranked in the top 10 startups in Spain by Linkedin, and we have successfully raised a Series A investment round of €27 million that will help propel our growth throughout Western Europe and bring us closer to reaching our goals.Our culture |We honor diversity, compassion, and honesty above all else in our team. We've already got a great mix of dedicated, collaborative, and results-driven people and are looking for more like minded folks to join our team. In true startup fashion, we always embrace the unknown and grant full autonomy to our team members to act as the owners of their projects and tasks. We are creators who embrace dynamic environments and take on and build up projects from scratch.Our team is composed of everyone from foodies to athletes, adventure seekers to art buffs. We know fun, and we always have a team event on our calendars, so are you ready to join us?Responsibilities |Quality Assurance Oversight:Lead the design, development, and implementation of a comprehensive quality assurance framework.Ensure that all guest interactions (calls, emails, chats) adhere to established company quality standards.Perform spot checks and deep dives on guest feedback to identify service gaps and areas for improvement.Audit and Reporting:Conduct regular quality audits, document findings, and share detailed reports with department heads.Track and analyze KPIs related to quality and training, such as guest satisfaction scores (NPS, CSAT), first response time, resolution time, etc.Identify patterns in guest feedback and team performance to preemptively address recurring issues.Present regular updates to leadership on quality initiatives, agent performance, and overall guest experience metrics.Feedback and Coaching:Provide constructive feedback to agents on areas for improvement, celebrating successes while addressing gaps