About Us

Holafly is a high-growth scale-up revolutionising how businesses and travellers connect to the internet abroad. Since 2018, we've empowered travellers in over 200 destinations worldwide with secure and reliable eSIM solutions. With a team of 500+ professionals across multiple countries, we are scaling globally to support corporate and enterprise clients with seamless connectivity.

We're not just connecting people-we're enabling companies and their employees to stay productive, informed, and competitive, wherever in the world they do business.

About the Role

As a Quality Assurance (QA) Analyst, you'll analyze conversations across calls, chat and email to ensure that every interaction reflects Holafly's customer-centric standards. You'll evaluate quality, coach agents, and provide insights that drive continuous improvement, all to guarantee our customers receive world-class service, no matter where they are.

If you're passionate about elevating customer experience, obsessed with details, and driven by data, this role is for you.

Key Responsibilities:

• Review and evaluate customer interactions across chat, email, video and social media channels to ensure adherence to Holafly's quality standards and protocols.

• Monitor agent performance using key metrics established in the operation.

• Monitor AI performance using key metrics established in the operation.

• Identify coaching opportunities and provide detailed feedback to agents and team leaders to improve performance and consistency.

• Calibrate quality evaluations with other QA Analysts and leaders to ensure fairness and alignment across the team.

• Create and escalate action plans with managers to improve performance of team members.

• Collaborate with Team Leaders, SMEs, and Trainers to identify common challenges and knowledge gaps.

• Propose process improvements and knowledge updates that enhance efficiency and customer satisfaction.

• Support the creation of best practices, tone guidelines, and examples of excellent interactions.

• Participate in QA calibration sessions, quality roundtables, and process audits.

• Track and analyze QA results, identifying trends and recurring issues that impact customer experience.

• Prepare weekly and monthly reports on quality performance, highlighting successes and opportunities for improvement.

• Share insights and recommendations with leadership to help refine training, tools, and operational workflows.

• Partner with the Product and Tech teams to relay customer pain points and feature-related feedback.

Requirements:

• 1-2 years of experience in Quality Assurance, Customer Support, or related roles (preferably in BPO, travel, or tech environments).

• Experience evaluating customer interactions (chat, email, calls, or tickets) using quality monitoring tools.

• Deep understanding of customer service performance metrics and quality frameworks.

• Excellent written and verbal communication skills in English; other languages (Spanish, French, or German) are a plus.

• Strong analytical and problem-solving skills, with high attention to detail.

• Familiarity with CRM or support platforms such as Zendesk, Intercom, or Gorgias.

• Proficiency in Google Workspace and/or Microsoft Office tools.

• Ability to work independently, manage priorities, and adapt quickly in a fast-paced, remote environment.

• Empathy, integrity, and a genuine passion for creating amazing customer experiences.

Benefits & Perks

• Remote Working: Our remote setup is flexible to support work-life balance, allowing you to integrate your professional and personal life seamlessly.

• Growth Environment: Opportunities to lead high-impact projects in a truly global team focused on psychological safety and autonomy.

• Self-development budget of € 500.

• Discounts on e-SIM for self, family/friends