Senior Quality Insights Specialist

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 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.

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 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:

• Health + Mental Wellbeing: PMI and cash plan healthcare access with Bupa, subsidised counselling and coaching with Self Space, Cycle to Work scheme, Employee Assistance Programme (EAP) for 24/7 confidential support.
• Work/Life Balance: 25 days of annual leave with the option to carry over up to 5 days, 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.
• Flexible Working: MyMode hybrid-working model with Flex, Office-Based, and Remote options.
• Family Life: 20 weeks of paid parental leave for full-time regular employees, IVF leave, shared parental leave, and paid emergency parent/carer leave.
• Learn + Grow: Twice-yearly development chats and yearly performance reviews, learning budget, upskilling our employees with company-wide training workshops.
• Your Future: Life Insurance (financial compensation of 3x your salary), pension matching up to 6% of full base salary with Aviva.
• Depop Extras: In-office Depop Shop and a packing station with free delivery.