As a Member Support Quality Assurance Specialist, you will closely monitor and analyse our partners’ performance in order to provide recommendations and drive solutions that ensure excellent Customer Support to our members. 

• Conduct agent quality check audits to ensure partners' compliance with Vinted standards through a quality-focused lens.
• Collaborate with partners to ensure adherence to compliance requirements.
• Work closely with our partners to ensure the right knowledge level of quality scoring.
• Conduct regular ticket analyses related to achieving business objectives.
• Provide timely feedback and reports to relevant stakeholders.
• Collaborate with internal stakeholders to drive improvements within team's area of responsibility and multi-team projects.
• 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.

• Proven track record in customer support quality assurance or a related field (experience conducting audits and assessments is a plus). 
• Capable of analysing data and metrics to make informed decisions and develop effective quality solutions.
• Strong stakeholder management skills.
• Demonstrate exceptional thoroughness and accuracy in identifying errors, inconsistencies, and quality issues.
• Familiar with industry-specific quality standards and compliance requirements, ensuring adherence to best practices.
• Efficiently identify problems and implement solutions to improve processes and outcomes.
• A proactive approach to driving process improvements and a personal and professional development commitment.
• Excellent communication skills, including presentation and public speaking abilities.
• Experience with quality management software and related tools is a plus.
• 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 the office gym
• Digital mental and emotional health support and Employee Assistant Program (EAP)
• 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 € 1,917 - € 2,592 gross per month.