Quality Assurance Specialist

Responsibilities

• Evaluate quality at scale across human-assisted and AI/automation support using scorecards to produce actionable feedback.
• Own the quality performance narrative by defining standards, tracking performance, and surfacing key drivers.
• Build and maintain recurring quality reporting with segmentation and trend analysis for executive summaries.
• Correlate quality outcomes with core KPIs such as CSAT, efficiency, and automation performance to identify root causes.
• Translate insights into improvements for AI conversation design, guardrails, and human agent training.
• Partner cross-functionally to ensure QA is integrated into the design and monitoring of automated experiences.
• Lead alignment on standards through regular calibration sessions and subject-matter expertise.

Requirements

• 3+ years of experience in customer care environments.
• Proficiency with data tools such as Looker, Tableau, or Power BI with strong data storytelling skills.
• Experience in QA for partial or fully automated customer-facing interactions.
• Experience with CRM tools such as Zendesk.
• Strong stakeholder management and project management skills.
• Fluency in English, both written and spoken.
• Strong attention to detail and analytical thinking.

Preferred Qualifications

• Experience with QA tools such as Dixa, MaestroQA, Klaus, or Kaizo.
• Experience with project management tools like Jira.
• Certification or training in quality assurance methodologies (e.g., Six Sigma).

Benefits

• Hybrid working approach with three days of in-office collaboration.
• Annual personal growth budget and mentorship programs.
• 30 days per year of "work from anywhere" flexibility.
• Monthly transportation and fitness budget.
• Discounts on GetYourGuide activities for you and your family.
• Health and wellness benefits, including mental wellbeing services.

About the Company

GetYourGuide is a leading travel platform that connects people with unforgettable travel experiences around the world. We are committed to making every journey extraordinary through a customer-first, experiment-led approach.