Quality Specialist 80 - 100%

• 29 June 2026 • 100% • Indefinite duration • Rue du Grand-Pré 2A, 1007 Lausanne • Log in to see the jobup.ch salary estimate Are you passionate about customer satisfaction, do you have a talent for resolving complex situations, and are you convinced that quality must be proactive and not simply reactive? Then join Neho as a Quality Specialist and become the reference for our service excellence. Neho is one of the leading real estate agencies in Switzerland. We are convinced that selling real estate should be a simple, transparent, and positive experience. With an average customer satisfaction score of 4.6 out of 5, we are proud of the trust our customers place in us and determined to continue raising the bar even higher. We are creating a dedicated Quality function to systematically improve the customer experience, resolve customer problems more quickly, and raise the level of service quality throughout the company. As a Quality Specialist, you will contribute directly to strengthening our customers' trust by overseeing all customer issues and escalations in Romandie. You will analyze root causes, ensure mediation between customers and agents, work on contract retention, and implement systemic improvements to prevent problems from recurring. Reporting to the Head of Operations, you will have the necessary authority and visibility to make things move. Quality Specialist 80 - 100% ## Your missions ### • You play a key role as a trusted interlocutor for all customer complaints and escalations in Romandie, replacing the current management, which is fragmented among several managers • You investigate each complaint: you analyze the situation (communication problem, process failure, agent error, product bug), identify root causes, and propose solutions • You ensure mediation between customers and agents: direct contact with customers, resolution proposals, retention negotiations in case of termination requests • You manage the entire contract termination lifecycle: first contact, retention attempt, administrative processing, coordination with finance, informing the agent • You define and maintain Neho's quality standards: checklists for each step of the customer journey, target response times, scripts, and communication templates • You conduct quality audits in the field: listening to calls, reviewing mandate files, accompanying site visits to evaluate agents' service quality • You implement and monitor NPS surveys: post-sale seller satisfaction, post-purchase buyer satisfaction, trend analysis • You manage negative customer feedback on public channels (Google reviews, real estate portals) with professional and rapid responses • You coordinate quality topics with Strike Advisory: investigation of transmitted leads, proposals for process improvements • You produce monthly quality dashboards: complaint volume, categorization, resolution time, termination trends, NPS evolution • You identify recurring patterns and propose systemic corrective actions, thus transforming reactive complaint management into a proactive quality approach What we offer ### • A newly created position with a significant impact on the company's turnover and customer satisfaction • A clear mandate, accompanied by measurable performance indicators and performance-related compensation • Direct interactions with customers, agents, and management: high visibility within the organization • The opportunity to build a quality function from scratch, within a company that places real importance on the customer experience • Modern IT equipment and user-friendly digital platforms • A scale-up culture, flat hierarchies, and short decision-making processes • A hybrid working model with the possibility to work up to 2 days per week remotely • 5 weeks of vacation + additional days according to seniority, possibilities of remote work from abroad, fully paid maternity/paternity leave, regular team events, and much more! Your profile: ### • Proven experience in customer relationship management, complaint management, customer experience, or quality assurance (minimum 3 years) • Previous professional experience with a private clientele (B2C), for example in insurance, retail banking, hospitality & tourism, luxury commerce, telecommunications, or a similar sector • Experience in the real estate sector is an asset, but not essential • Excellent interpersonal and conflict management skills: you remain calm and constructive under pressure • Strong analytical skills: ability to identify trends in data and translate them into concrete improvements • Experience in implementing quality approaches, NPS surveys, or customer experience programs • Native level French; fluent English is required • Empathic but firm: you defend the customer's interests while protecting those of the company • You are comfortable building processes from scratch and thrive in environments where structure is still being established • You are convinced that quality is not a department, but a culture