Senior Quality Assurance Engineer within the Engineering Division at Qualco Group. Ensuring reliable solutions for clients through thorough quality assurance practices.
About the role
- Junior QA and Training Specialist tasked with defining guest experience standards and coaching teams. Involvement in quality programs to help deliver consistently outstanding results.
Responsibilities
- Set the vision for Guest Experience, define what “great” looks like, create clear standards, playbooks, rituals, and KPIs.
- Conduct interaction reviews across calls, emails, chats, tickets, as well as live task evaluations and pre-live reviews of new properties and processes. Use insights to enhance journeys, policies, and tools.
- Build clear, actionable reporting on quality, claims outcomes, and guest issues. Recommend and implement process changes, experiments, and product improvements.
- Run 1:1s and group sessions, deliver clear feedback, and design learning paths that strengthen judgement, ownership, and guest-first thinking.
- Develop knowledge bases, SOPs, onboarding and refresher training, calibration practices, and frameworks to keep quality consistent as we scale.
- Influence team structure, hiring, and performance strategy to ensure we deliver best-in-class experiences.
Requirements
- Experienced in leading or building teams in service-driven environments (hospitality, operations, guest services), with a proven track record of improving both performance and experience.
- Comfortable designing processes and systems from scratch, not just following existing playbooks.
- A natural coach and facilitator: able to inspire teams, give candid feedback, and make learning practical and engaging.
- Confident communicator in English, both written and verbal, with strong stakeholder presence.
- Tech-savvy and organised: confident using CRM and productivity tools, able to multitask and manage time effectively.
- Strategic yet hands-on: you can define a vision, then jump in to audit, train, or analyse yourself.
- Hospitality knowledge or Airbnb experience is a plus, but curiosity about guests, hosts, and service design matters most.
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