Quality Assurance Specialist

About the role

Join GetYourGuide’s Care QA team to raise and standardise quality across the end‑to‑end traveller, affiliate partner and supplier support journey. As a Quality Assurance Specialist you will evaluate human‑assisted and AI‑driven support, turn audit insights into measurable improvements and help shape the future of automated customer experiences.

Key responsibilities

• Evaluate quality at scale across human‑assisted and AI/automation support using scorecards and provide clear, actionable feedback.
• Own the quality performance narrative, define standards, track them over time and surface key drivers.
• Build and maintain recurring quality reporting (weekly, monthly, quarterly) with segmentation, trend analysis and executive‑ready summaries.
• Correlate quality outcomes with core KPIs (efficiency, CSAT, contact rate, automation performance) to identify leading indicators and root causes.
• Translate insights into AI improvements (conversation design, guardrails, escalation logic) and human improvements (agent behaviour, training data).
• Embed AI into QA workflows with lightweight tooling while maintaining governance and privacy standards.
• Partner cross‑functionally to ensure QA is integrated into design, launch, monitoring and iteration of automated experiences.
• Lead calibration sessions and provide SME guidance to ensure consistent adoption of QA guidelines.

Required profile

• 3+ years of experience in customer‑care environments.
• Excellent written and verbal communication with strong stakeholder‑management skills.
• High attention to detail, analytical thinking and a proactive approach to problem‑solving.
• Experience managing projects and collaborating with multiple stakeholders.
• Fluency in English, both written and spoken.

Required skills

• Proficiency with data‑visualisation tools such as Looker, Tableau or Power BI.
• Strong data‑storytelling abilities.
• Experience in QA for partially or fully automated customer‑facing interactions.
• Familiarity with CRM tools such as Zendesk and learning‑management‑system tools.