The Role

The Product Quality & Insights Specialist will be responsible for ensuring Tiqets quality standards are met to offer the best consumer and distributor experience. This role involves monitoring product quality via many different sources and overseeing the feedback loop with internal and external stakeholders to maintain high levels of customer satisfaction. Additionally, it involves developing and implementing strategies to improve and measure product quality.

What you will do

• Own product quality assurance processes that adheres to Tiqets quality standards, ensuring Tiqets product quality standards are met for all published products.

• Establish efficient ways to monitor product quality both from customer as from distributor perspective.

• Conduct regular quality audits and inspections of products based on determined performance metrics (contact rate, refund rate, NPS score, review content, etc).

• Lead root cause analysis and corrective action to address quality issues.

• Collaborate with other teams such as - but not limited to - Configuration Management, Merchandising, Copy Quality, Incident Management, international Supply Teams, Distributor Team to ensure product quality standards are met.

• Implement continuous improvement practices to enhance product quality, regularly communicate feedback insights and action plans to stakeholders, and monitor the effectiveness of implemented changes, iterating as necessary.

• Take active participation, and eventually lead Product Decision Board sessions to escalate and solve product quality issues.

• Generate regular reports on customer and distributor satisfaction and product quality metrics, including actionable insights and recommendations to stakeholders.

• Help implement and monitor improvement actions to drive a cycle of continuous learning and improvements in the organisation.

• Use data-driven approaches to drive decision-making.

What we're looking for

• 2+ years of experience in operations or specialist roles

• Data savvy, curious, strong analytical skills

• Experience building reports and monitoring dashboards on BI tools like Looker.

• Highly structured, organized, and proactive in daily tasks

• Capacity to thrive in a startup/scale-up environment, adapt quickly, work independently, and take ownership of your work.

• Excellent oral and written communication skills; Ability to clearly explain concepts and actionable insights

• Nice to have: prior experience in e-commerce 

• Based in the Netherlands

  📍This is a hybrid role working 2-3 per week at our HQ in Amsterdam