As a CS Quality Analyst, you will ensure quality assurance compliance and development on the partner side by creating and maintaining agent quality standards, performing regular quality audit checks, conducting calibrations, leading upskilling programs for training and quality teams and providing ongoing feedback.

• Conduct agent quality check audits to ensure partners' compliance with Vinted standards through a quality-focused lens (quality assurance).
• Work closely with our partners to ensure the right knowledge level of quality scoring.
• Design and implement agent quality frameworks that align with CS objectives and drive continuous improvement.
• Collaborate with internal stakeholders to drive improvements within the team's area of responsibility and multi-team projects.
• Develop competency standards for partner Trainers and QAs.
• Leverage technology and tools to minimise gaps in quality standard interpretation and work towards fully automated quality checks and audit scorecards with minimal manual effort and diverse data insights.
• Maintain comprehensive documentation of quality assurance processes and continuously refine them.
• Look for more efficient ways of working, generate new ideas, and initiate change.
• Work in a fast-paced, dynamic environment, adapt to changes fast.

• Demonstrated experience in customer support, including process analysis and development (quality assurance experience is an advantage).
• Capable of analysing data and metrics to make informed decisions and develop effective quality solutions.
• Strong stakeholder management skills.
• Demonstrates exceptional thoroughness and accuracy in identifying errors or inconsistencies.
• Efficiently identifies problems and implements solutions to improve processes and workflows.
• Takes a proactive approach to driving operational improvements.
• Excellent communication skills, including presentation and public speaking abilities.
• Experience with quality management software and related tools is a plus.
• Quality standard creation and working with phone support background is a plus.
• Has a personal and professional development commitment.
• Open and positive to change. 
• Fluent in English (C1 level).

• The opportunity to benefit from our share options programme
• 25 working days of holiday
• Newest MacBook models
• Free access to an office gym
• Mental and emotional health support through the Mindletic app
• Home office support: we provide IT workstation equipment and a personal budget of up to €540 for home workplace furniture
• Private health insurance
• On-site canteen serving delicious homemade food at friendly prices
• Frequent team-building events
• A personal monthly budget for shopping on Vinted
• The opportunity to spend up to 90 days per year - 21 of which can be spent working outside of the EU - on workation
• A dog-friendly office

Individual Learning Budget

We invest in your professional growth! As part of our commitment to continuous learning, we offer an annual learning budget to support your personal and career development through courses, certifications, workshops and more.

Hybrid Work

We’ve adopted a hybrid workplace model where 2 days in office are recommended but not enforced. It’s up to you and your team to decide on the exact days you’ll spend working together in person.

Equal Opportunity

The Vinted Group is committed to building an inclusive workplace where people from all walks of life feel a sense of belonging. We welcome applications from people of all backgrounds, identities and life experiences. At Vinted, all applicants are treated fairly without regard to their race, age, religion or belief, sex, national origin, citizenship, gender identity, sexual orientation, disability, or any other protected characteristic.

The salary range for this position is € 2358 - € 3192 gross per month.