About this role
Change the way the world travels
Join the GetYourGuide journey to connect people with unforgettable travel experiences around the world. Millions look to us for unique activities they can trust, and it’s all powered by our commitment to make every single journey extraordinary - including yours.
Ready to unlock your potential with a community of fellow explorers? Find your next role at our Berlin HQ or one of our local offices around the globe, from New York to Bangkok. Head to getyourguide.careers to take the first step.
Team mission
Our mission is to raise and standardize quality across the end-to-end traveller, affiliate partner and supplier support journey by turning audits and insights into measurable improvements - strengthening trust, satisfaction, and loyalty.
As a QA Specialist in Care QA, you will help ensure we consistently deliver high-quality, compliant support across human-assisted channels and automation (e.g. AI Agent). You’ll be a subject-matter expert for QA standards and audit governance, and you’ll translate quality data into improvements in AI agents, training, and processes.
Your mission
• Evaluate quality at scale across human-assisted and AI/automation support using scorecards, producing clear, actionable feedback that improves performance.
• Own the quality performance narrative across channels—define what “good” looks like, track it over time, and surface the biggest drivers.
• Build and maintain recurring quality reporting (weekly/monthly/quarterly) with segmentation, trend analysis, and executive-ready summaries.
• Correlate quality outcomes with core KPIs (e.g., efficiency, CSAT drivers, contact rate, repeat contacts, automation performance) to identify leading indicators, trade-offs, and root causes.
• Translate insights into AI improvements (conversation design, guardrails, and escalation logic) or human improvements (agent behavior, knowledge/training data).
• Embed AI into QA ways of working by introducing practical workflows and lightweight tooling that increase speed, consistency, and impact—while maintaining governance and privacy standards.
• Partner cross-functionally to ensure QA is built into how automated experiences are designed, launched, monitored, and iterated.
• Lead alignment on standards through calibration sessions and SME guidance to ensure consistent interpretation and adoption of QA guidelines.
Your toolkit
• 3+ years of experience in customer care environments.
• Excellent written and verbal communication and strong stakeholder management skills.
• Strong attention to detail, analytical thinking, and a proactive approach to problem-solving and continuous improvement.
• Proficiency with data tools such as Looker, Tableau, or Power BI and strong data storytelling skills.
• Experience in QA for partial or fully automated customer-facing interactions.
• Experience in managing projects and collaborating with multiple stakeholders.
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