Customer Care Quality Assurance (QA) Manager

About Us

Perk (formerly TravelPerk) is the intelligent platform for travel and spend management. Built to tackle the time-consuming manual work that gets in the way of real work our tools automate everything from travel bookings to expenses invoice processing and more. By eliminating this shadow work that wastes hours erodes morale and saps innovation were on a mission to power real work with real impact.

Were trusted by more than 10000 companies worldwide including Wise On Running Breitling and Fabletics and were tackling the 7 hours of lost productivity per employee each week a $1.7 trillion problem.

Founded in 2015 Perk has grown into a global company of more than 1800 people across 12 offices globally with headquarters in London and Boston. We combine innovation control and simplicity to transform how businesses work and how people feel at work.

At Perk were driven by our values like being an owner delivering a 7-star experience and working as one team. We value curiosity purpose and mindset not just knowledge to unlock the power in your potential. Our talent team brings together leading minds from the travel and SaaS industries representing over 70 countries. If youre excited about having a real impact and shaping how millions of people experience work wed love you on the team.

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At Perk weve scaled to $1bn in travel transactions. We have the tech and we have the volume. Now we need consistency. We are looking for a Quality manager to bridge the gap between our HQ culture and our global BPO network. You wont 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.

About the Role

• Leadership: Lead the Customer Care Quality Assurance Team.

• Core Mandate: Accountable for assessing reporting on and coaching agents and leaders to exceed customer quality expectations.

• Collaboration: Maintain ongoing communication and collaboration with internal stakeholders including Operations Training and Product.
  
  

What Youll Do

• Quality Assurance Program Strategy: 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).

• Quality Automation: 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.

• Program Implementation & Leadership: 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.

• Continuous Improvement: 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.

• Project Management Oversight: Oversee the QA teams involvement in Customer Care projects including eligibility assessment task distribution workload management deliverable reviews and providing constructive feedback.

• Global Operations Support: Contribute to operations initiatives such as fostering a high-performance culture across global hubs and boosting employee engagement.
  
  

What Were Looking For

• 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.
  
  Preferred QualIfication

  • 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 childs 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

How We Work

At Perk we take an IRL-first approach to work where our team works together in-person 3 days a week. As such this role requires you to be based within commuting distance of our hubs. We fundamentally believe in the value of meeting in real life to improve connectivity productivity creativity and ultimately making us a great place to work.

For certain roles we can help with relocation from anywhere in the world English is the official language at the office. Please submit your resume in English if you choose to apply. Do not forget to submit an updated portfolio and/or resume.

Perk is a global company with a diverse customer base and we want to make sure the people behind our product reflect that. Were an equal opportunity employer which means youre welcome at Perk regardless of how you look where youre from or anything else that makes you well you.

Protect Yourself from Recruitment Scams

All official communication from Perk will always come from email addresses ending in @ or @ our verified social media channels or recruiters listed on our official LinkedIn page. We will never ask you to pay for equipment training or fees request sensitive personal information such as bank details early in the process or communicate through unofficial apps like WhatsApp Telegram or Signal. If you receive a message claiming to be from Perk that seems suspicious please do not respond. Forward it to and we will confirm whether it is legitimate.

Required Experience:

Manager