Customer Care Quality Supervisor

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, we’re on a mission to power real work, with real impact.

Founded in 2015, Perk has grown into a global company of more than 1,800 people across 12 offices globally, with headquarters in London and Boston. We are looking for a Quality manager to bridge the gap between our HQ culture and our global BPO network. you will be the guardian and voice of the customer on how Perk services its customers in 8 countries simultaneously. 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.

Maintain ongoing communication and collaboration with internal stakeholders, including Operations, Training, and Product.

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.

Partner with Continuous Improvement teams in Opex on CC projects. Streamline the performance feedback loop.

Project Management Oversight: Oversee the QA team's 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.

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.
• Proficiency with Zendesk.

Familiarity with Learning Management Systems (LMS), Knowledge Bases, and other Customer Care support tools.

Rest and recharge with our generous allocation of vacation days plus public holidays.

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.

Nurture your language skills with in real-life English, Spanish and Catalan lessons.

Let us help you move to one of our hubs with relocation support.

At Perk, we take an IRL-first approach to work, where our team works together in-person 3 days a week. 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. Perk is a global company with a diverse customer base, and we want to make sure the people behind our product reflect that. com, 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.