Quality Assurance Specialist, CS Operations
Vinted · Vilnius, Lithuania ·
- Work mode
- Hybrid
- Category
- QA
- Company size
- 1000+
- Salary
- EUR 1,917 – 2,592 / month
You audit customer-support agent performance, validate automated quality metrics, and work with partners to refine Vinted’s second-hand marketplace support standards.
Brief info about Vinted
Our mission is to make second-hand the first choice, and we're looking for people who want to help us get there. Every day, we work together to help our members buy and sell pre-loved clothing and lifestyle items, giving each piece a second life – or even a third.
The Vinted Group is made up of three business units that support this mission:
Vinted Marketplace is Europe’s leading platform for second-hand fashion and a go-to destination for all kinds of pre-loved items, with a growing range of categories. Our platform connects millions of members across 20+ markets, helping great items find a new life.
Vinted Go enhances the shipping experience with a vast network of over 500,000 pick-up and drop-off points, partnering with more than 60 carriers across Europe, with added services like item verification for peace of mind on high-value pieces.
Vinted Pay is the newest part of the Vinted Group, dedicated to bringing secure, reliable payments to buyers and sellers across Europe. Seamlessly integrated into the Vinted app, it helps keep every transaction safe, efficient, and easy for our members.
Founded in 2008 in Lithuania, Vinted began as a way for friends to find new homes for clothes they no longer needed. In 2019, we became Lithuania's first unicorn! Today, our headquarters remain in Vilnius, and we've grown with offices across Europe, supported by a team of over 2,000 people.
Information about the position
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.
In this position, you’ll
- Conduct agent quality check audits to ensure partners' compliance with Vinted standards through a quality-focused lens.
- Perform validations/analysis for the new automated quality metric and offer suggestions for its improvements
- Collaborate with partners to ensure adherence to compliance requirements (quality evaluation calibrations).
- 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 (especially product team) to drive improvements within the team's area of responsibility and multi-team projects.
- Maintain comprehensive documentation of quality assurance processes and continuously refine them.
- Look for more efficient ways of working, generate new ideas, and initiate change.
About you
- 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).
Work perks
- The opportunity to benefit from our share options programme
- 25 working days of holiday
- Access to all the tools & tech needed for work
- Home office support: we provide IT workstation equipment and a personal budget of up to €540 for home workplace furniture
- Private health insurance
- Mental and emotional health support through the Mindletic app
- 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
- In Vilnius office: Gym & in-house meals at friendly prices
- In Kaunas office: a monthly lunch allowance, and a once-a-week provided in-house lunch and breakfast
Working at Vinted
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.