Where: Vilnius (Lithuania)
Extent of Work: Full Time
Click here to apply in English
As Vinted’s Knowledge Audit Specialist, you will work in close collaboration with our internal stakeholders as well as partners in delivering the best Customer Service Quality to all our Members by driving and maintaining the Quality Assessment Process, including Calibration Sessions, Quality Checks, Quality Audits, Analysis, Improvement Plans, Training Needs identification, as well as tailored training material creation and it’s delivery.
You will be monitoring Vendor partners’ Quality performance and supporting them with various improvement initiatives and plans. In this role, you will report to the Knowledge Management Team Lead.
In this position, you will:
- Monitor Customer Support Quality and drive improvement initiatives with Vendor partners
- Work closely with various stakeholders on continuous improvement in the Quality area including Quality improvements for individual Support Specialists’
- Perform Quality Audits and analyse the results
- Ensure alignment with internal and external stakeholders in regards to CS Quality requirements using various methods including calibration sessions
- Identify and assess quality improvement needs
- Develop and deliver tailored training based on the findings identified during the Quality Assessment Process
- Research and adopt different Quality improvement methodologies
- Gather feedback, analyse it, and implement improvements
About you:
- Detail-oriented
- Process focused
- Good planning and organisational skills
- Fluent in English (C1) plus Italian (B2)
- Good analytical skills
- Strong interpersonal skills and the ability to work well with others
- Excellent communication skills, including presenting and public speaking
- A creative person who’s enthusiastic about Customer Service Quality and learning
- Good organisational and time-management skills
- Good relationship management skills
