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Customer Care Quality Assurance (QA) Manager

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Yokoy

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Location:
Spain, Barcelona

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We are looking for a Quality manager to bridge the gap between our HQ culture and our global BPO network. You won't just be checking numbers and marking tickets; you will be the guardian and voice of the customer on how Perk services its customers in 8 countries simultaneously. You are one of the key people who ensure that a complex travel itinerary fixed by an agent in Manila feels just as seamless as one fixed in Barcelona or Birmingham.

Job Responsibility:

  • Lead the Customer Care Quality Assurance Team
  • Accountable for assessing, reporting on, and coaching agents and leaders to exceed customer quality expectations
  • Maintain ongoing communication and collaboration with internal stakeholders, including Operations, Training, and Product
  • Define and drive the global QA strategy, aligning with industry best practices and CX evolution
  • Collaborate with stakeholders to establish performance standards for all customer support channels (email, chat, phone)
  • Develop and execute a quality automation strategy, transitioning from manual sampling to continuous, automated evaluation
  • Translate quality signals into actionable process and product change proposals with quantified impact and time-to-value
  • Lead QA professionals in measuring and challenging performance through scorecards, calibrations, and trend analyses
  • Coach and develop Customer Care leaders on best practices in quality assurance
  • Define the required agent behaviors for delivering 7 Star Experiences
  • Partner with Continuous Improvement teams in Opex on CC projects
  • Streamline the performance feedback loop
  • Oversee the QA team's involvement in Customer Care projects, including eligibility assessment, task distribution, workload management, deliverable reviews, and providing constructive feedback
  • Contribute to operations initiatives such as fostering a high-performance culture across global hubs and boosting employee engagement

Requirements:

  • 5+ years of progressive experience managing a global QA function, including working with outsourced Vendors
  • Mastery of Customer Care Quality Assurance objectives
  • Proven experience creating and managing QA scorecards and utilizing a variety of QA management tools and systems
  • Demonstrated effective communication and collaborative skills with internal and external stakeholders

Nice to have:

  • Experience within the travel industry
  • Proficiency with Zendesk
  • Familiarity with Learning Management Systems (LMS), Knowledge Bases, and other Customer Care support tools
What we offer:
  • Receive competitive compensation and equity ownership in Perk
  • Rest and recharge with our generous allocation of vacation days plus public holidays
  • Take control of your physical health with your choice of private healthcare or a gym allowance
  • Know that your loved ones are protected financially through your Life Insurance if the worst were to happen
  • Join our unforgettable Perk events, including our spectacular annual summer party
  • Always feel supported with Spring Health, our market-leading wellbeing partner, providing fast, comprehensive access to 12x therapy and 12x coaching sessions for you and your loved ones
  • Make your money go further with our flexible compensation plan
  • Focus on your family with 17 weeks’ paid parental leave during your child’s first year
  • Contribute to your community with 16 paid hours per year to spend volunteering for your dearest charitable causes
  • Broaden your horizons with up to 20 "Work from Anywhere" days per year
  • Nurture your language skills with in real-life English, Spanish and Catalan lessons
  • Follow your passions and take a four-week, fully paid sabbatical once you reach 5 years
  • Let us help you move to one of our hubs with relocation support

Additional Information:

Job Posted:
December 13, 2025

Employment Type:
Fulltime
Work Type:
On-site work
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