Quality Assurance Team Lead (Customer Experience)

Recruiter
Depop
Location
London (Central), London (Greater) (GB)
Salary
Up to £45,000 per annum + bonus, stock options and benefits
Posted
10 May 2022
Closes
10 Jun 2022
Function
Customer Service
Level
Manager
Contract Type
Permanent
Hours
Full Time

Depop is the community-powered fashion marketplace to buy and sell unique fashion, with over 30 million registered users in more than 150 countries. Depop is a place for anyone to discover and celebrate their style on their own terms, and to feel good about their fashion choices by extending the lives of millions of garments. The company was founded in 2011 and is headquartered in London with offices in Manchester, New York, Los Angeles and Sydney. Depop has approximately 400 employees dedicated to its mission of building the world’s most diverse progressive home of fashion, that’s kinder on the planet and kinder to people. In 2021, Depop became a wholly-owned subsidiary of Etsy - the global marketplace for unique and creative goods - and continues to operate as a standalone company.

Our Mission

Our mission is to build the world’s most diverse progressive home of fashion. Our team is dedicated to enhancing and developing the Depop experience to serve the needs of our global community.

Depop exists to empower the next generation to transform fashion. We are a community-powered fashion ecosystem that's kinder to the planet and kinder to people. We give our audience something they can't get anywhere else - unique fashion, with amazing people and the chance to create a better future by showing up as their full selves, at full volume.

We operate on three values:

  1. Circularity - We’re taking the circular economy mainstream. Changing people’s relationship with clothes and making it easy to choose options that are kinder to the planet. 
  2. Self expression - We’re a space for self expression that encourages millions to explore, connect and find their identities through style. 
  3. Opportunity - We’re building a home of fashion where everyone feels welcome and anyone can succeed on their own terms. 

The Role

The QA Lead will understand Depop’s metrics and utilise the QA outcomes to support their delivery. They will identify solutions and implement the necessary actions which lead to continuous quality improvement and a best in class, safe and seamless experience. The QA lead will line manager the QA team and complete grader calibration and QA checks.

The Quality Assurance Team identifies trends and improvement opportunities on an individual, team and operational process level with the objective of improving customer experience, satisfaction, accuracy, compliance and first contact resolution.

Responsibilities

  • Ensure completion of QA checks for all sites and teams on a weekly basis 
  • Track and manage TaskUs QA performance for support and moderation
  • Line manage QA specialists 
  • Conduct grader QA and ensure calibration consistency
  • Deliver innovations and efficiencies to increase % of tickets QA's
  • Propose solutions to challenges and issues in the QA process and trending agent performance challenges
  • Ensure team KPIs and Projects are planned and delivered within agreed timeframes
  • Introduce improvement to improve user experience at Depop

Requirements

  • Customer service experience with demonstrated leadership history and communications skillset to organize and lead meetings, deliver presentations, and to coach and mentor representatives
  • Analysis and reporting of QA data to define improvement opportunities
  • Positive and professional customer service attitude and work ethic
  • Excellent oral and written communication skills
  • Outstanding problem resolution, troubleshooting and training skill
  • Requires a positive attitude, the ability to work independently or as part of a team, and have a genuine interest in people and a desire to help.
  • Experience working in a fast-paced environment and with the ability to multi-task.

Benefits:

  • Learn and Grow: We want to give our people the opportunity to learn. We offer a personal learning budget for every employee and also sponsor and run a myriad of programs, conferences and meet-ups to up-skill our employees and enhance their journey with us.
  • Wellbeing: We care about our employees' wellbeing. We offer healthcare, an EAP (Employee Assistance Programme), a cycle to work scheme, weekly yoga sessions, a discounted gym membership and eye-care vouchers. 
  • Mental Health: Our employees' mental health is a top priority. We offer Headspace access and subsidised coaching and counselling appointments. We also have trained mental health first aiders available. 
  • Work/Life Balance: We offer a hybrid working model to provide a healthy work/life balance for our employees. We have 25 days of holiday with the opportunity to buy or sell 5 more, a day off for activism to allow you the opportunity to make a difference and we offer sabbaticals for our long serving employees.
  • Family Life: We offer flexible working, generous maternity/paternity and parental leave policies, which include adoption and paid time off for fertility treatments. We also offer life insurance, a pension scheme and parent and carer support.
  • Office Life: We provide healthy snacks, tea and coffee in our offices. All of our offices are also dog-friendly! Do your best work with your best friend. 
  • Fun: We love to hang out with each other at Depop. On Friday we finish an hour early to socialise with free food, and have amazing Winter and Summer Parties to celebrate our successes. We also host internal employee socials, such as quiz night, games night, movie night and more...we’ve taken this virtual for now!

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