At a Glance
- Tasks: Analyse quality data and enhance customer experience through actionable insights.
- Company: Join Depop, a vibrant peer-to-peer fashion marketplace revolutionising secondhand shopping.
- Benefits: Enjoy flexible working, generous leave, and comprehensive health support.
- Other info: Be part of a diverse team with excellent growth opportunities.
- Why this job: Make a real impact on customer satisfaction in a dynamic, inclusive environment.
- Qualifications: Experience in Quality Assurance and strong analytical skills required.
The predicted salary is between 63000 - 77000 £ per year.
Depop is a peer-to-peer circular fashion marketplace where anyone can buy, sell and discover secondhand fashion. Our mission is simple: to make fashion circular by making secondhand as exciting and rewarding as buying new. Founded in 2011, Depop’s diverse community has helped move resale into the mainstream, where buying secondhand is no longer an alternative, but how people of different ages now engage with fashion. Today, more than 56 million registered users come to Depop to find great value, express their own personal style and give clothes a longer life. We believe that everything you want already exists, and our role is to help people discover it.
We aim to create an inclusive environment where everyone is welcome, no matter who they are or where they’re from. Just as our platform connects people globally, we believe our workplace should reflect the diversity of the communities we serve. We thrive on the power of different perspectives and experiences, knowing they drive innovation and bring us closer to our users. We’re proud to be an equal opportunity employer, providing employment opportunities without regard to age, ethnicity, religion or belief, gender identity, sex, sexual orientation, disability, pregnancy or maternity, marriage and civil partnership, or any other protected status. We’re continuously evolving our recruitment processes to ensure fairness and are open to accommodating any needs you might have.
The Role
The Senior Quality Insights Specialist ensures the accuracy of information and quality of delivery by monitoring Zendesk/Cinder interactions and recommending improvements. This role is responsible for synthesising data from QA scores, user satisfaction surveys (CSAT), and other feedback channels to identify systemic trends and customer pain points. The Senior Quality Insights Specialist uses quality insights to cross-collaborate with key teams, such as Continuous Improvement, to drive operational excellence and enhance the overall customer experience. The core focus of this role is using insights from critical error accuracy to elevate the quality of support interactions, with the ultimate goal of increasing user satisfaction.
Responsibilities
- Lead in-depth analysis of aggregated quality assurance data and user satisfaction scores to identify root causes, systemic trends, and strategic opportunities for improvement.
- Initiate and manage high-impact, cross-functional projects aimed at improving processes, agent capabilities, and customer satisfaction.
- Act as a Subject Matter Expert for customer experience quality, providing guidance and mentorship to the Quality Insights team and wider CX and T&S functions.
- Own and refine the Quality Assurance framework, scorecards, and processes to ensure they remain effective and aligned with evolving business objectives.
- Oversee the BPO quality program by translating strategic goals into tactical action plans, leading calibration, and serving as the primary point of contact for day-to-day tasks and requirements.
- Complete Agent Quality Assurance checks for Taskus, Inhouse and Moderation agents.
- Conduct calibration sessions with Leads and Taskus.
Requirements
- Proven experience in Quality Assurance, Customer Experience (CX), Operations, or a data-driven support environment, with a strong track record of turning quality and customer feedback data into actionable insights.
- Advanced analytical skills, with experience identifying trends, root causes, and opportunities for improvement using QA scores, CSAT, operational metrics, or similar datasets.
- Experience synthesising data from multiple sources to build compelling recommendations and influence business decisions.
- Demonstrated ability to lead cross-functional initiatives and collaborate with stakeholders and influence process improvements based on data.
- Excellent problem-solving skills, with the ability to distinguish between isolated issues and systemic challenges.
- Strong communication and presentation skills, with experience translating complex analysis into clear, actionable recommendations for a range of audiences, including senior stakeholders.
- Highly adaptable and resilient, with the ability to navigate ambiguity and shifting priorities in a dynamic environment.
- A proactive and collaborative mindset, with a passion for understanding the customer journey and driving operational excellence.
Additional Information
- PMI and cash plan healthcare access with Bupa.
- Subsidised counselling and coaching with Self Space.
- Cycle to Work scheme with options from Evans or the Green Commute Initiative.
- Employee Assistance Programme (EAP) for 24/7 confidential support.
- Mental Health First Aiders across the business for support and signposting.
- 25 days of annual leave with the option to carry over up to 5 days.
- Impact hours: Up to 2 days of additional paid leave per year for volunteering.
- Fully paid 4-week sabbatical after completion of 5 years of consecutive service with Depop.
- Flexible Working: MyMode hybrid-working model with Flex, Office-Based, and Remote options *role-dependent.
- All offices are dog-friendly.
- For birth parent: 20 weeks of paid parental leave for full-time regular employees.
- For non-birth parents: 12 weeks of paid parental leave for full-time regular employees.
- IVF leave, shared parental leave, and paid emergency parent/carer leave.
- Twice-yearly development chats and yearly performance reviews.
- Upskilling our employees with company-wide training workshops, materials and resources.
- Life Insurance (financial compensation of 3x your salary).
- Pension matching up to 6% of full base salary with Aviva.
- In-office Depop Shop (that’s free!) and a packing station with free delivery.
- Special milestones are celebrated with gifts and rewards!
Senior Quality Insights Specialist in London employer: Depop
DEPOP is an excellent employer that fosters a collaborative and innovative work culture, where Senior iOS Engineers can thrive while leading architecture for impactful user experiences. Located in Greater London, employees enjoy flexible working options, comprehensive healthcare access, and generous leave policies, all of which support a healthy work-life balance. With opportunities for mentorship and professional growth, DEPOP is dedicated to empowering its team members to make meaningful contributions to the secondhand fashion marketplace.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Quality Insights Specialist in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Depop. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Depop before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Quality Insights Specialist in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Depop:Your cover letter is your chance to shine! Tell us why you want to work at Depop specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Depop!
How to prepare for a job interview at Depop
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
