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Quality Assurance & Development Specialist

Every month more than 1,5 million new reviews are posted on Trustpilot for one of the thousands of businesses on our review community. It’s no exaggeration to say that we’re growing at lightning speed. Every single day Trustpilot helps consumers choose with confidence while enabling companies to grow their businesses. Behind our global success is a passionate, international team working in a fast-paced, fun, vibrant environment. Does this sound like your kind of workplace?To support Trustpilot’s rapid expansion, we’re looking for a talented Quality Assurance & Development Specialist to join our team in Copenhagen.As our Quality Assurance (“QA”) & Development Specialist, you will be responsible for global Quality & Compliance alignment, training, quality checks and supporting agents across multiple offices. You will work closely together and report to the Global Director of Q&C Operations as well as having a close relationship with the global Q&C teams. Your tasks will be as follows:

Tasks:

  • Quality Assurance audits on Q&C Agents, ensuring managers get feedback to provide to agents and increase global alignment
  • Ensure Q&C teams are aligned globally through providing regular workshops, test alignment through quarterly quizzes, etc.
  • Provide management with quality assurance reports, to identify gaps in alignment across teams and identify ways to resolve gaps and improve the quality of the agents’ work.
  • Train and mentor new Q&C agents and carry out ad-hoc training of the Trustpilot organisation regarding our work to ensure the integrity of our platform.
  • Responsible for knowledge management in Q&C, including our internal knowledge library, Google Team Drive, document standardization, etc.
  • Responsible for creating processes  and making changes for Q&C Operations and Enforcement teams.
  • Create User Guides to assist agents on using the vast number of tools available to the teams
  • Work with the Q&C Content Creator in order to update macros and support articles that accurately reflect Q&C processes.
  • Work closely with our TnT (Tech) Team in order to fix any bugs and propose changes to ensure efficient processes.
  • Reporting and working closely with product teams from different departments on specific projects that have an impact on the Q&C, ensuring Q&C concerns are identified and raised.
  • Back-up other QA team member on Zendesk administration, which includes setting up dashboards/statistical overview, maintaining Zendesk tags/topics/triggers based on current processes, upload macros for agent use, constantly research Zendesk updates that can benefit operations, etc.

Skills:

  • Minimum of 2 year of experience working with Quality Assurance or similar.
  • Great understanding of Quality Assurance and Quality Improvement processes.
  • Experience working with and/or developing processes.
  • Previous experiences in the Compliance sector.
  • Excellent presentation skills and experience in creating reports.
  • Able to work independently and manage multiple projects at once. A proactive approach to task and issue handling is essential.
  • Ability to deal with multiple stakeholders on a regular basis.
  • Solid organisational skills and a keen eye for details.
  • Excellent written communication skills in English. Knowledge of other foreign languages is a plus.
  • Ability to structure your work and deliver results.
  • A can-do person who works efficiently & takes pride in ensuring quality alignment across multiple teams.

Application

Interested in learning more about Trustpilot? Check out our website www.trustpilot.com or stop by The Muse.   

If you see yourself in this role, submit your application in English by clicking below, and make sure to upload a personalised cover letter, in which you describe why you would be our ideal Quality Assurance & Development Specialist.

Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed and stored globally as necessary for the uses and disclosures stated in ourPrivacy Policy.

About TrustpilotTrustpilot is a global, online review community that builds trust and increases transparency between consumers and businesses. Currently boasting more than 50 million consumer reviews of 250,000 businesses, Trustpilot produces a TrustScore for businesses based on recent reviews. Trustpilot’s community is live in 25 countries and more than 10,000 consumers sign up to Trustpilot every day. The platform also helps businesses generate insights through customer review data analytics. This can be used to continuously improve business operations, increase customer satisfaction and drive innovation. By enabling businesses to engage directly with customers, Trustpilot aims to set new global standards in consumer to business dialogue. Trustpilot has customers in 65 countries and has developed strong positions in Denmark, Sweden, UK, France, Germany and the Netherlands, as well as the US. With offices in Copenhagen, London, New York, Denver, Berlin, Melbourne and Vilnius Trustpilot’s +700 employees represent 40+ different nationalities.

 


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