Quality Assurance Lead Full Time

About the job
?? Why Headout?

What we do is important

In an increasingly digital world, there is a desperate need to augment our human experience by getting us to interact with the real world around us and the people in it. At Headout, our mission is to be the easiest, fastest, and the most delightful way to head out to our next real-life experience. We do this by running a managed marketplace to the world’s most exceptional real-life experiences — from immersive tours to museums to live events and everything in between.

We’ve got scale, fast growth, and solid fundamentals

Headout has served tens of millions of guests from 196 countries on one of our experiences across 70+ cities in 9 languages. Today, we’ve sales in 100s of millions of $s a year and have grown 4x+ in ’22. Contrary to the norm, we deliver this scale and growth while being profitable. We raised $42M in ’22 and have a decade+ runway enabling us to think truly long term.

Now is the right time

While we have a fast-growing business, we are still very early in our journey with a large upside to capture and have a team that is small enough for you to have an indelible outsized impact on our journey. We are not too early, we are not too late.

Our culture

Every place has its own beat and we are no different. We are not the right place for everybody but we are the right place for a certain group of people. Read more about it here.

The role

A Quality Assurance Lead plays a critical role in ensuring that customers receive high-quality services and have a positive experience with an organization. This role requires a combination of customer-focused mindset, leadership skills and technical expertise.

What makes this role special?

The role of a Quality Assurance Lead is special for several reasons:
Customer Focused: The role is centered around ensuring that customers receive the best possible experience and that their needs are met.
Cross-Functional: The role involves working with multiple teams and departments to improve processes, resolve customer issues and deliver better customer experiences.
Strategic: The roles involves setting customer experience goals and objectives, developing plans and programs, and leading change initiatives to achieve these goals.
Challenging: The role requires the ability to balance customer needs with organizational goals and to make difficult decisions to improve the customer experience.
Continuous learning: The role requires staying current with industry trends and best practices in customer experience, and continuously improving processes and services to meet changing customer needs.

What skills & experience do you need?

A Quality Assurance Lead for Customer Experience is responsible for ensuring that customers receive high-quality, efficient and effective services. Key responsibilities include:
Excellent communication & interpersonal skills to effectively communicate with customers, employees and stakeholders is essential.
Strong leadership skills to have the ability to inspire, motivate and lead cross-functional teams is important for success in this role.
Developing and implementing customer experience quality assurance plans and programs.
Monitoring customer feedback and conducting surveys to measure customer satisfaction
Identifying areas for improvement in the customer experience and implementing changes accordingly.
Working with cross functional teams to resolve customer issues and to improve processes.
Collaborating with stakeholders to establish customer experience goals and objectives.
Analyzing customer feedback to inform data driven decisions and improvements
Staying updated with current industry trends and best practices related to customer experience
Ensuring compliance with customer experience-related regulations and standards.

Bonus
Analytical & problem solving: The ability to gather, analyze and interpret data to identify issues and drive improvements.
Project Management Experience: The ability to plan, execute and drive projects on time and within budget is an added advantage.
Adaptability and flexibility: The ability to pivot and adapt to changing customer needs and business requirements is important in this fact-faced role.

EEO statement

At Headout, we don’t just accept differences — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our partners, and the community at large. Headout provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability. During the interview process, if you need assistance or an accommodation due to a disability, you may contact the recruiter assigned to your application or email us at life@headout.com.

Privacy policy

Please note that once you apply for this job profile your personal data will be retained for a period of one (1) year. Headout shall process this data for recruitment purposes only. Once the relevant job profile is filled or once the time period of one (1) year from the date of the job application has passed, whichever is later, Headout shall either delete your data or inform you that it shall keep it in its database for future roles. In compliance with the relevant privacy laws, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that the processing of your personal data be restricted. If you have any concerns or questions about the way Headout handle your data, you can contact our Data Protection Officer for more information.