QA Lead- User Support
Fever
Hey there!
We’re Fever, the world’s leading tech platform for culture and live entertainment,
Our mission? To democratize access to culture and entertainment. With our proprietary cutting-edge technology and data-driven approach, we’re revolutionizing the way people engage with live entertainment.
Every month, our platform inspires over 300 million people in +40 countries (and counting) to discover unforgettable experiences while also empowering event creators with our data and technology, helping them scale, innovate, and enhance their events to reach new audiences.
Our results? We’ve teamed up with major industry leaders like Netflix, F.C. Barcelona, and Primavera Sound, presented international award-winning experiences, and are backed by several leading global investors! Impressive, right?
To achieve our mission, we are looking for bar-raisers with a hands-on mindset who are eager to help shape the future of entertainment!
Ready to be part of the experience?
Now, let’s discuss this role and what you will do to help achieve Fever’s mission.
The QA Lead is responsible for designing, owning, and continuously improving the User Support quality system, ensuring that quality data is translated into clear insights, process improvements, and measurable performance gains. The role operates within an AI-powered evaluation model, while maintaining a holistic view of quality that includes tools, processes, people, and decision-making.
Key Responsibilities:
Quality System Ownership
- Own and evolve QA scorecards across channels (email, chat, calls.
- Define and maintain quality standards across languages and workflows
- Ensure consistency and scalability of the QA framework
Quality Analysis & Process Improvement
- Identify areas of improvement and performance gaps
- Conduct root cause analysis on recurring quality issues
- Identify support processes that require improvement
- Support implementation and ongoing monitoring with Ops and Training teams
QA Tools, AI & Macros
- Validate the accuracy and reliability of the AI-based evaluation system
- Perform targeted human audits (sampling, edge cases)
- Evaluate and improve the quality and effectiveness of macros and predefined responses
About you:
- Strong background in QA, Quality Operations, or Customer Support
- Experience with scorecards, quality metrics, and performance analysis
- Comfortable working in data-driven, high-volume environments
- Strong analytical, process-improvement, and stakeholder communication skills
- Experience with AI-based QA systems is a plus
Benefits & Perks:
- Attractive compensation package consisting of base salary and the potential to earn a significant bonus for top performance
- Opportunity to have a real impact in a high-growth global category leader
- 40% discount on all Fever events and experiences
- Work in a location in the heart of Madrid
- Home-office friendly
- Health insurance
- Gympass membership
- English Lessons
- Other benefits such as Flexible remuneration with a 100% tax exemption through Cobee and the possibility to receive in advance part of your salary by Payflow.
- Responsibility from day one and professional and personal growth
- Great work environment with a young, international team of talented people to work with!
#LI-Hybrid
Thank you for considering joining Fever. We cannot wait to learn more about you!
If you want to learn more about us: Fever's Blog | Tech.Eu |TechCrunch
Fever is committed to creating an inclusive and diverse workspace where everyone's background and ideas count. Our main goal is to find the best possible talent regardless of place of birth, racial or ethnic origin, gender, gender identity, religion, opinion, sexual orientation, disability, pregnancy, marital status, age or caring responsibilities. We encourage everyone to apply!
If you require any kind of accommodation during the selection process please contact our Talent team so we can help you by providing a welcoming and seamless journey.
If you want to know more about how Fever processes your personal data, click here Fever - Candidate Privacy Notice