Quality Analyst, Premium Support – German/English

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Perform comprehensive assessments of Premium Support interactions in English and/or German to guarantee compliance with premium-tier service standards.

• Develop and improve quality scorecard frameworks based on new trends and insights.

• Recognize service gaps and areas for enhancement, ensuring a seamless, proactive, and anticipatory support experience for premium guests and hosts.

• Ensure that all Premium Support interactions are consistent with Premium Support Principles, surpass the expectations of high-net-worth clients, and embody luxury concierge service standards.

• Deliver data-driven insights and quality analytics to Premium Support Leadership to assist in optimizing performance.

⛳️ Requirements

• Over 5 years of experience in luxury hospitality, five-star resorts, premium travel services, high-net-worth client support, or concierge services.

• Bilingual proficiency in German and English is mandatory.

• Extensive experience in quality assurance, customer experience strategy, or service training within a premium service context.

• Demonstrated ability to evaluate, analyze, and improve service quality in a fast-paced, high-expectation customer support environment.

• Profound understanding of customer service metrics, including NPS, CSAT, and customer sentiment analytics.

🏝️ Benefits

• Bonuses

• Employee Travel Credits