Customer Experience Quality Lead

• Learn our systems, tools, and customer communication channels across all active markets.
• Build strong working relationships with Team Leaders and agents across all language teams.
• Understand our current quality landscape, identify gaps, and begin designing the QA framework.

• Launch and roll out the Arcavindi CX QA framework across all language teams.
• Run calibration sessions with Team Leaders to establish consistent scoring across markets.
• Begin producing weekly QA reports that give leaders a clear picture of quality by team, by language, and by issue type.

• Build a pipeline of QA Evaluators from within the agent population to scale quality coverage as the team grows.
• Close the loop between quality findings and training - what you find should directly shape how agents are coached and developed.
• Contribute to a culture where quality is everyone's responsibility, not just yours.

• Design, launch, and continuously improve the Arcavindi CX QA framework across all markets and languages.
• Maintain consistent quality standards across all teams, with calibration sessions ensuring Team Leaders score to the same bar.
• Deliver weekly QA reporting that gives the Head of CX and Team Leaders the insight they need to act.
• Ensure QA findings feed directly into agent coaching, training content, and onboarding materials.
• Develop QA Evaluators from within the team to build language-specific quality coverage at scale.

Key Responsibilities

• Own the QA framework end-to-end - scoring criteria, evaluation forms, and quality standards across all markets and languages.
• Conduct a minimum of 3 QA evaluations per agent per week across all language teams.
• Run monthly calibration sessions with Team Leaders, measuring and closing scoring variance across teams.
• Produce weekly QA reports covering scores by team, by market, and by issue type, delivered before the Monday CX meeting.
• Provide structured written feedback to Team Leaders within the same working week as each evaluation batch.
• Flag agents requiring formal performance management based on quality data.
• Work with the training team to ensure QA findings directly shape training and onboarding content.
• Identify and develop QA Evaluators from within each language team to build distributed quality coverage.
• Proactively flag quality patterns and root causes to the Head of CX - recurring issues are process problems, not just individual ones

Skills, Knowledge and Expertise

• Proven experience building or owning a QA framework in a contact centre or customer service environment.
• Experience working in a multilingual or multi-market setting.
• Strong analytical skills with the ability to turn quality data into clear, actionable insights.
• Fluent in English and proficient in at least one additional CX language (Dutch, German, French, Italian, or Spanish).
• Excellent communication and feedback skills - able to challenge and develop people constructively and with credibility.
• Highly organised, self-directed, and able to manage multiple workstreams independently.

• Experience designing QA frameworks from scratch in a scaling or start-up environment.
• Familiarity with quality tools, scoring platforms, or call recording and evaluation software.
• Experience coaching or developing QA Evaluators within an agent population.
• Knowledge of workforce management, contact centre KPIs, and operational performance metrics.
• Proficiency in additional CX languages beyond the required minimum.

About
At Vintage.com, we exist to create a world where everything has value and nothing is wasted.We're building the world's most trusted platform for pre-loved items, making it simple for people to unlock the value in the things they no longer need while keeping valuable materials in circulation and out of landfill.What began as a successful model in the UK has evolved into an international business with operations across Europe and ambitions far beyond. Today, we operate as one company, one team, and one brand, united by a shared purpose, mission, and set of values.Behind the scenes, we're building the world's largest international trading platform for pre-loved items, powered by expert people, smart technology, data-driven decision making, and a deep belief in the circular economy.Our teams collaborate across borders, sharing ownership of outcomes and bringing the same care, fairness, and common sense to every customer interaction and business decision.Every item we buy is rehomed, reused, or responsibly recycled. Whether it's precious metals, jewellery, watches, cameras, collectibles, or other valuables, we help ensure that items continue their journey rather than going to waste.As we expand into new markets and scale internationally, our goal remains the same: To become the most trusted platform in pre-loved items, creating a future where everything has value and nothing is wasted 🗝️