CX Quality Assurance Associate

Redefining How People Live.
At Blueground, we believe that when your base is reliable, the world opens up. That's why we're building the world's leading platform for living.

Every year, 350 million people move between cities—yet today's housing options haven't caught up with the needs of this modern, mobile generation. Blueground was built to change that.

With 40,000+ homes across the globe, available for stays from a few days to a year or more, we're just getting started. We're on an exponential growth path to redefine living and create an entirely new category. Our edge? Powerful proprietary tech, operational excellence, and a team that executes with speed and discipline.

Our culture is grounded in five principles:

• Guests First - Every decision starts with their experience
• Move Fast - We value speed, momentum, and action
• Dive In - The magic is always in the details, and we go deep
• Embrace Change - Change isn't a disruption; it's how we grow
• Keep It Honest - Transparency accelerates progress—and strengthens relationships

If you're ready to do the best work of your life and help reshape how the world lives, we'd love to meet you.

Job Overview
The CX Quality Assurance Associate is a detail-oriented and highly organized role responsible for monitoring, evaluating, and improving the quality of client communications and operational processes. Through regular audits and structured feedback, the role ensures that communication, process adherence, and efficiency standards are consistently met across regions. The CX QA Associate acts as a key contributor to continuous improvement initiatives and as the voice of the client in quality-related discussions.

Key Responsibilities

Quality Audits & Performance Evaluation

• Conduct regular quality audits on a sample of tickets handled by Client Experience Coordinators across the US and EMEA regions
• Evaluate adherence to communication standards, tone of voice, accuracy, and efficiency
• Assess system usage and compliance with established CX processes and workflows
• Examine and evaluate how Exit Inspections are processed by CX Back Office teams

Feedback, Coaching & Collaboration

• Collaborate closely with CX regional teams to provide structured, actionable feedback on performance
• Identify specific areas for improvement and support teams in closing quality gaps
• Provide coaching on quality standards, processes, and soft skills to CX Coordinators
• Work with the Regional Director on CX quality-related operational issues

Reporting & Continuous Improvement

• Estimate and report quality performance levels and trends
• Prepare and present quality reports to regional and CX leadership teams
• Provide continuous improvement recommendations to CX and Operational teams
• Act as the voice of the client by highlighting client-impacting processes that require improvement

Experience & Qualifications
Experience

• 2-3 years of experience in a Client Experience / Customer Service role
• Experience in a customer-centric organization is considered a plus
• Previous Quality Assurance experience is a strong plus
• Experience working with the US market is an advantage

Education

• BSc or MSc in Quality, Business, Engineering, or a related field will be considered a strong plus

Languages

• Native or near-native proficiency in English
• Additional languages French or Greek are a plus

Core Competencies

• Strong attention to detail and problem-solving skills
• Excellent written and verbal communication skills
• Ability to collect, manage, and analyze data
• Strong IT literacy (Zendesk, G-Suite)

Job-Specific Skills

• Ability to analyze qualitative and quantitative data within QA frameworks
• Strong understanding of QA processes and methodologies
• Ability to conduct technical assessments related to apartments and operational standards

Benefits

• Competitive salary & annual performance bonus
• Flexible paid time off
• Group Health Insurance program
• Enhanced parental leave
• Dynamic working environment with talented people
• Flexible work environment through our Blueground Nomads employee mobility program
• Complimentary accommodation in Blueground locations. Think summer in LA and winter in Dubai