Senior Quality Assurance Specialist (Customer Care)

• Quality Snapshots: regularly conduct thorough evaluations of concierge’s interactions to assess service quality and adherence to our Quality Matrix.
• Calibration Sessions: coordinate and facilitate calibration sessions with our vendors to ensure consistent evaluation standards. Collaborate with team leaders to address discrepancies and align evaluations, fostering a unified understanding of our quality standards and processes.
• Group Coaching Sessions on Specialized Topics: Develop and lead group coaching sessions to address specific areas of improvement identified through quality assessments.
• Individual Coaching Sessions: conduct individual coaching sessions with concierges to provide personalized feedback and support professional growth. Guide the Team Leads to create development plans based on individual strengths and opportunities for improvement.
• Analysis of Contacts with Low CSAT Survey Results: to identify trends, pain points, and areas requiring improvement.
• Analysis of Contacts with Low AI Sentiment: to identify which kind of conversations results in unsatisfied customers.
• Klaus: Manage the Klaus system used for interaction evaluations, ensuring accurate scoring and alignment with evolving business needs.
• Performance Management of India EK Bookers: Oversee the performance of India EK bookers, providing guidance and support to ensure consistent quality. Collaborate with team leaders to address performance gaps and implement improvement strategies.

 ABOUT YOU

• • Relevant Experience: Proven track record in similar roles, demonstrating expertise in quality management and customer care.
  • Coaching Skills: Ability to mentor and guide team members to enhance their performance.
  • Constructive Feedback: Provide actionable insights to improve service quality.
  • Development Focus: Create and implement plans for professional growth and skill enhancement.
  • Stakeholder Collaboration: Strong skills in collaborating with stakeholders from various departments to ensure effective communication, alignment, and coordination in customer care operations.

We are Blacklane, providers of premium global chauffeur services. Our mission is to create true peace of mind for discerning travellers by delivering perfect experiences around the world and to inspire a better future. Blacklane is offering airport transfers, City-to-City commutes, In-city mobility chauffeur hailing and Chauffeur-by-the-hour in over 50 countries globally, either pre-booked or on-demand. Whether it’s for business or pleasure, Blacklane and its 300 employees and tens of thousands of chauffeur partners have the right premium transportation service for you. By changing how people move, we opened up new opportunities for our chauffeur providers and set industry standards for climate protection in the travel industry. 

Working at Blacklane: We prioritize fostering a strong company culture that promotes collaboration, innovation, and meaningful connections among our employees. Our offices in Berlin and Dubai serve as a central hub where employees come together to collaborate, build relationships, and participate in cultural events that reinforce our shared values. For our employees outside these geographies we promote having a hub life where our employees come together in their specific locations as we believe this plays a crucial role in supporting employee well-being, facilitating career development opportunities such as shadowing and mentorship programs, and nurturing a sense of belonging within our team. We are committed to creating a workplace where every individual feels valued, supported, and empowered to contribute their best work. Through our dedication to cultivating a strong company culture, we aim to drive engagement, productivity, and success across the organization and also offer the following:

• Continuous Learning: We believe that open and actionable feedback is the essential component of continuous development. Set your personal development plan and take an active role in our internal learning communities to progress your career. 
• Flexible Working: Even the most ambitious Blacklaner needs some time to unwind. Find out what works for you and your team with flexible working hours and home office days.
• Become Part of the Crew: Get to know your fellow Blacklaners through our regular team socials. Our success comes from a collaboration of more than 350 people from 70 nations and we are looking for more exceptional people to join us! 
• Employee Stock Options Plan: We want all Blacklaners to benefit from the company's success, so every employee gets virtual stock options.
• Fair Remuneration: We’ve banded salary levels and matched them to the local costs of living, meaning you’re always paid fairly and you know that the rest of the crew is too.
• Sustainability: We care for both people and the planet, having launched the mobility's industry-first global carbon offset scheme in 2017. Blacklane plans to deliver 35% of global rides in EVs by year-end 2024, and 50% by the end of year 2025.
• Equal Opportunity: We are committed to inclusion and diversity. A company is only as strong as its crew, so we developed a work environment that is inclusive, inspiring and open. All qualified applicants receive consideration for employment without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.
• Blacklane Cares day: Every crew member receives 8 hours of paid leave per year to participate in volunteering initiatives of their choice or lead employee-driven community outreach projects. Utilize your time to lend hands to a cause that drives your passion.

Upgrade your career with Blacklane