Quality Analyst, Premium Support (German/English)

## Responsibilities - Conduct in-depth evaluations of Premium Support interactions in English and/or German (calls, emails, chats and transactions) to ensure strict adherence to premium-tier service standards and spend adherence policies. - Refine and enhance quality scorecard frameworks based on emerging trends and insights to improve personalization, emotional intelligence, and first-contact resolution. - Identify service gaps and areas for improvement, ensuring a seamless, proactive and anticipatory support experience for premium guests and hosts. - Ensure that all Premium Support interactions align with Premium Support Principles, exceed the expectations of high-net-worth clients, and reflect luxury concierge service standards. - Provide data-driven insights and quality analytics to Premium Support Leadership, helping to optimize performance and operational effectiveness. - Develop comprehensive reports that highlight emerging service trends, performance gaps, spend adherence and opportunities for targeted analysis. - Analyze, report and present transaction monitoring findings to inform Service Delivery on how transactions are being processed, in an effort to enhance customer experience while maintaining financial prudence. - Support the enhancement of policies, processes, and workflow enhancements by providing real-time feedback and actionable recommendations to improve Premium Support outcomes. - Design, implement and report on deep dive projects that help drive enhancements to service delivery. - Partner with Training, Delivery (Operations), and Business Process Improvement (BPI) teams to provide structured feedback for improvement. - Conduct one-on-one and group coaching sessions in English and/or German, reinforcing key premium service principles such as white-glove engagement, luxury service recovery, and anticipatory problem-solving. - Collaborate on training materials, premium-tier service guidelines, and best practices, ensuring that Premium Support Ambassadors are equipped with the necessary skills to deliver a world-class customer experience. - Lead and participate in calibration sessions with Partner Quality teams to drive consistent transaction monitoring and service delivery alignment. - Conduct spot checks of Quality Insights Analysts to maintain adherence to quality standards and service excellence. - Identify opportunities to refine workflows, ambassador scripts, and service content for the seamless delivery of a Premium Support service. - Strive for AI-driven quality monitoring methods such as sentiment analysis insights to improve Premium Support performance and customer satisfaction. - Develop proactive service solutions that anticipate customer needs, ensuring an effortless, world-class experience for high-value guests and hosts. - Work with Service Delivery teams to address e ## Requirements - Fluency in English and/or German. - Strong analytical and problem-solving skills. - Experience in quality assurance, customer service, or related fields. - Proficiency in data analysis and reporting tools. - Excellent communication and coaching skills. - Ability to work independently and collaboratively. - Strong attention to detail and organizational skills. - Experience with AI-driven analytics or sentiment analysis is a plus. ## Nice to Have - Experience with customer service frameworks or luxury hospitality standards. - Familiarity with service recovery models and concierge-style engagement strategies. - Background in process optimization and workflow enhancement. - Experience with training and development programs. ## Benefits This is a full-time position based in Ireland.