Quality Assurance Specialist

Vestiaire Collective is the leading global online marketplace for desirable pre-loved fashion. Our mission is to transform the fashion industry for a more sustainable future by empowering our community to promote the circular fashion movement. Vestiaire was founded in 2009 and is headquartered in Paris with offices in London, Berlin, New York, Singapore and Hong Kong and warehouses in Tourcoing (France), Crawley (UK), Hong Kong and New York. We currently have a diverse global team of 1000 employees representing more than 50 nationalities. Our values are community, activism, transparency, dedication and greatness. We are proud to be a BCorp. **About the role** **Quality Assurance Specialist** Vestiaire Collective is looking for a XX, to This is a full-time role based out of our XX office reporting to the XX Quality Assurance specialist We are looking for a Quality Assurance Specialist to join our team and oversee the quality of our global Customer Service organization. About the role: The Quality Assurance Specialist responsibilities include establishing and implementing new monitoring programs, covering all contact channels across all locations to assess associate's demeanour, technical accuracy, customer service performance, and conformity to Vestiaire Collective's policies and SOPs. Ultimately, she/he will work with a team to ensure our final processes meet our organization's standards across the board. **What you will be doing**: - Manage the definition of quality requirements, standards, methodologies, and procedures through our globalized QA tool. - Monitor and evaluate Customer Satisfaction through daily DSAT analysis & quality inspections providing learning and/or coaching opportunities, and support the operations team in taking corrective action, if necessary. - Closely work with the process team to enhance internal SOPs that solves quality issues. - Communicate quantitative and qualitative metrics to management team - Provide agents management with a clear direction of expectations, showing transparency and objectivity to contact scoring. - Conduct calibration sessions with quality managers. - Provide quality needs to New Hires & active staff on scheduled timelines and to those staff struggling with quality needs - Actively participates in training projects: - Training content/material revamp, Implementing new training modules Maintaining training materials up to date to reflect the changing environment of the and occasionally, running and evaluating training sessions **Who you are**: - Bachelor's degree or higher or equivalent experience - Ideally you have 3 or more years of experience in a similar role - Strong personal drive, you have highest standards and aim for excellence - You are passionate about developing other people's talent. - You have excellent communication and presentation skills Experience in a customer service environment and or an e-commerce company is a plus - Zendesk experience is also a plus - Technical proficiency with Office, and you are comfortable working with figures and data - Experience in program/project management and implementation with proven ability to design workable solutions on the field and drive projects to successful implementation - Structured, organized, creative and motivated by startup mindset (transversal topics management, wide range of topics) - Enjoy working as a team-player and learning from others - Strong verbal and written communication skills in English and French (Italian would be a huge plus) **What we offer** - A meaningful job with an impact on the way people consume fashion and promote sustainability - The possibility to work remotely 50% of your time - The opportunity to do career defining work in a fast growing French-born scale up - The possibility to work as part of a global diverse team with more than 50 nationalities - 2 days to help Project - reinforcing your activist journey and volunteer for an association - Significant investment in your learning and growth - Competitive compensation and benefits package **Vestiaire Collective is an equal opportunities employer**: