pergolux - Global Customer Excellence QA Specialist
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Requirements
• 3–6+ years of experience in Customer Service QA, Service Operations, or CX Quality roles within a multi-market environment. • Hands-on expertise in QA frameworks, scorecard design, and calibration, with a strong analytical and structured mindset. • Confidence working with data and reporting (Excel and basic BI), and familiarity with Zendesk or comparable CS tools. • Proven ability to manage stakeholders across different markets and seniority levels, with clear written and verbal English communication. • High ownership, accountability, and a pragmatic, solution-oriented approach—comfortable constructively challenging existing processes.
Responsibilities
• Own and operate the global Customer Service QA framework, acting as the single point of accountability for quality governance across all markets. • Design, maintain, and continuously calibrate AI-driven QA scorecards to ensure fairness, consistency, and actionable insights. • Lead regular calibration sessions with local markets, Customer Service leaders, and Team Leads to align quality standards. • Translate QA findings into clear recommendations for coaching, training, and process improvements that elevate customer experience. • Track quality trends, procedural deviations, and financial leakage (refunds, discounts), and report insights to key stakeholders.
Benefits
• Competitive Salary & Bonus Structure – Your success is rewarded with strong compensation and performance-based bonuses. • Real Ownership – Take meaningful responsibility in your role and directly influence key business outcomes. • International Team – Collaborate with passionate colleagues across Europe, gaining exposure to diverse perspectives and ideas. • Outdoor Lifestyle Discounts – Enjoy exclusive discounts on PERGOLUX products. • Fast-Track Career Opportunities – As we scale quickly, you’ll have significant opportunities to grow into senior leadership roles. • Team Culture – Be part of regular team events, retreats, and a culture that celebrates wins—big and small. • Bike Leasing Program – Benefit from a sustainable and cost-effective bike leasing option to support commuting and an active lifestyle. • If you’re excited to shape global quality standards and drive measurable improvements in customer experience, we’d love to hear from you. Apply via our PERGOLUX Career Page https://pergolux.de/pages/career?srsltid=AfmBOoqMCh9jNL9qC5tGgLuWpo5TAmYtSUWWGHgoJ4Z0SwntMuQEk_qE and learn more about life at PERGOLUX on our PERGOLUX LinkedIn https://de.linkedin.com/company/pergolux.
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