Senior Quality Specialist - German Speaker

About Us

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.

We're trusted by more than 10,000 companies worldwide, including Wise, On Running, Breitling, and Fabletics, and we're tackling the 7 hours of lost productivity per employee each week, a $1.7 trillion problem.

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 combine innovation, control, and simplicity to transform how businesses work and how people feel at work.

At Perk, we're driven by our values, like being an owner, delivering a 7-star experience, and working as one team. We value curiosity, purpose, and mindset, not just knowledge, to unlock the power in your potential. Our talent team brings together leading minds from the travel and SaaS industries, representing over 70 countries. If you're excited about having a real impact and shaping how millions of people experience work, we'd love you on the team.

Visit www.perk.com to learn more.

At Perk, we've scaled to $1bn in travel transactions. We have the tech, and we have the volume. Now, we need consistency. We are looking for a Sr Quality Specialist to join the QA Team, to bridge the gap between our HQ culture and our global BPO network. You won't just be checking numbers and marking tickets; you will be the guardian and voice of the customer on how Perk services its customers in 8 countries simultaneously. You are one of the key people who ensure that a complex travel itinerary fixed by an agent in Manila feels just as seamless as one fixed in Barcelona or Birmingham. In this role, you will be a key driver of quality across our outsourced hubs, analysing performance trends, coaching vendor QA teams, and collaborating with cross-functional stakeholders to enhance service quality globally.

The Role Overview

• Quality Monitoring & Insights
• Coaching & Training
• Process Improvement

Key responsibilities

Quality Monitoring & Insights:

• Monitor QA performance across outsourced vendor hubs and identify trends, gaps, and improvement opportunities.
• Analyze data from multiple sources to pinpoint areas for process enhancements, training, or operational improvements.
• Track quality metrics, ensuring alignment with internal standards and providing actionable insights to leadership.

Coaching & Training:

• Deliver quality training and support to QA Specialists, Team Leaders, and key vendor staff to align them with Perk's quality standards.
• Organize calibration sessions to maintain scoring consistency and alignment across vendor teams.
• Serve as a subject matter expert, offering guidance to vendor teams and internal stakeholders on QA best practices.

Process Improvement & Compliance:

• Identify and resolve quality-related issues across outsourced vendors to ensure adherence to internal QA processes.
• Collaborate with cross-functional teams, including CX, Operations, Training, and other CI teams, to implement improvements and optimise the QA process and agents' performance across the network, regardless of the language.
• Represent QA in weekly business reviews, communicating key outcomes and insights to stakeholders.

Reporting & Tools:

• Build and maintain QA scorecards, dashboards, and reports to track vendor performance and highlight trends.
• Stay up to date with industry best practices and trends to continuously enhance QA processes across global hubs.

What We're Looking For

• Proven experience in customer care, quality assurance, or vendor management environments, ideally in a global context.
• Familiarity with QA/QM tools and systems for monitoring, reporting, and process optimisation.
• Strong analytical skills with experience using data to drive performance improvements.
• Excellent communication and collaboration skills to work effectively with internal teams and outsourced vendors.
• Fluency in German and English. (Mandatory)

Preferred Skills:

• Knowledge of QA best practices in customer care and vendor operations.
• Experience leading coaching or training sessions.
• Experience within the travel industry.
• Proficiency with Zendesk.
• Strong organizational, problem-solving, and time management skills.
• Ability to work in a fast-paced, evolving environment and manage multiple priorities effectively.

Process:

1. Inform and get the support of your current manager before applying.
2. Apply directly through the Ashby Internal Job Board and answer all questions asked as part of the application process.
3. Complete Assessment
4. Interview with hiring team
5. Outcome

FAQs

• Who do I speak to about this role?
  
  • Slack or email Lukasz Warcholinksi or Lucas de Vries
• Am I guaranteed to be interviewed?
  
  • From the first interview with a recruiter we will establish if you fit the role and let you know if you will proceed to the next step.
• Will I receive feedback if I am not successful?
  
  • Yes, we are committed to helping you grow at Perk. We guarantee you will receive feedback within one week of each interview stage, and if you are unsuccessful, you will receive material to help you grow in this area you have shown interest in.

How We Work

At Perk, we take an IRL-first approach to work, where our team works together in-person 3 days a week. As such, this role requires you to be based within commuting distance of our hubs. We fundamentally believe in the value of meeting in real life to improve connectivity, productivity, creativity and ultimately making us a great place to work.

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. Do not forget to submit an updated portfolio and/or resume.

Perk is a global company with a diverse customer base, and we want to make sure the people behind our product reflect that. We're an equal opportunity employer, which means you're welcome at Perk regardless of how you look, where you're from, or anything else that makes you, well, you.

Protect Yourself from Recruitment Scams

All official communication from Perk will always come from email addresses ending in @perk.com or @externalperk.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. If you receive a message claiming to be from Perk that seems suspicious, please do not respond. Forward it to security [at] perk .com, and we will confirm whether it is legitimate.