Senior Quality Insights Specialist

Company Description 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 believe that everything you want already exists, and our role is to help people discover it. Powered by a team of over 500 people, our company is headquartered in London, with offices in New York. In 2021, Depop became a wholly-owned subsidiary of Etsy - the global marketplace for unique and creative goods - and continues to operate as a standalone company. For more information, visit www.depop.com 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. We’re proud to be an equal opportunity employer, providing employment opportunities without regard to age, ethnicity, religion or belief, gender identity, sex, sexual orientation, disability, pregnancy or maternity, marriage and civil partnership, or any other protected status. We’re continuously evolving our recruitment processes to ensure fairness and are open to accommodating any needs you might have. AI Disclosure: We use AI tools (Google Gemini) to help our team source and review applications for roles with a high volume of applications. These tools assist our recruiters in identifying great talent but do not replace human decision-making. At Depop, every hiring decision is made by a human. If, due to a disability, you need adjustments to complete the application, please let us know by sending an email with your name, the role to which you would like to apply, and the type of support you need to complete the application to [email protected] . The Role 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 Senior Quality Insights Specialist uses quality insights to cross-collaborate with key teams, such as Continuous Improvement, to drive operational excellence and enhance the overall customer experience. 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 with options from Evans or the Green Commute Initiative Employee Assistance Programme (EAP) for 24/7 confidential support Mental Health First Aiders across the business for support and signposting Work/Life Balance: 25 days of annual leave with the option to carry over up to 5 days Impact hours: 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 with Depop, to give you a chance to recharge or do something you love. Flexible Working: MyMode hybrid-working model with Flex, Office-Based, and Remote options *role-dependent All offices are dog-friendly Family Life: For birth parent: 20 weeks of paid parental leave for full-time regular employees For non-birth parents: 12 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, materials and resources 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 (that’s free!) and a packing station with free delivery. Special milestones are celebrated with gifts and rewards!