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 aim. 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 analyze 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, such 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 findings, actionable improvement recommendations, and impact evaluation.Collaborate on the development of a high standard QA program, monitoring and updating the QA framework based on results 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 collaborating in projects related to the launching of new initiatives, new tool functionalities, and process redesign.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.Experience of working with customer metrics and CRM tools.Experience in CX and/or Content departments will be valued.Knowledge of data analytics tools such 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 organization 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
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