.Quality Assurance CoordinatorWe 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.ResponsibilitiesCoordinate, 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 youFluent 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
