As a Hotel Tech unicorn valued at $1.2b, we're propelling new‐generation cloud technology within general hospitality. With our industry‐leading property management solution, we're enabling the world's most revolutionary hospitality brands to accelerate their digital transformation.
We're on the lookout for ambitious, tenacious and passionate people who want to join the next generation of innovators and disrupt the hospitality industry with us. Mews is building a formal Quality Assurance (QA) and Service Excellence function to ensure consistent, scalable, and high‐quality delivery within the Customer Experience and Delivery (CXD) group. CXD is comprised of onboarding, customer success and support and is the single organization that designs, delivers, and scales the entire customer experience and delivery engine to grow revenue, reduce friction, and create one seamless journey for customers.
This role is responsible for designing, establishing, and embedding the QA function from the ground up. The role reports to the Head of Outsourced Professional Services, with strong cross‐functional collaboration across Onboarding, Customer Success, Support, Product, and Partnerships.
Build and Own the QA Function
Design and implement a company‐wide QA framework covering onboarding, deployment, and support services (internal and external).
Define quality standards, acceptance criteria, audit methodologies, and governance models.
Establish scalable QA processes, playbooks, and operating rhythms appropriate for a global organization.
Select, implement, or optimize QA tooling (e.g. audits, scorecards, case reviews, RCA tracking).
Quality Governance & Oversight
Act as the central quality authority across delivery channels, ensuring consistency while respecting regional and partner‐specific realities.




Own the audit and review process for deployments and onboarding engagements.
Ensure partners and internal teams understand expectations and are enabled to meet quality standards.
Serve as a senior escalation point for systemic quality issues (not day‐to‐day case handling).
Define, track, and continuously evolve quality KPIs across onboarding, deployment, and support.
Translate QA findings into clear insights and recommendations for leadership.
Partner with Finance and Operations to balance quality, cost, and speed.
Embed Root Cause Analysis (RCA) methodologies and structured problem‐solving approaches.
Partner with Product, Enablement, and Operations to ensure learnings feed back into training, documentation, and process design.
Support readiness for scale, new regions, and evolving delivery models.
Work closely with Deployment Partners, Regional Onboarding teams, and Support leaders to raise quality maturity.
Support decision‐making on partner assignment, onboarding models, and service trade‐offs where quality and cost intersect.
Key Performance Indicators
CSAT – Customer Satisfaction scores for Deployments
QA Pass Rate
5‐8+ years' experience in Quality Assurance, Service Excellence, Operations, or Delivery within SaaS, hospitality tech, or complex services environments.
Proven experience building or formalizing a QA or quality management function, not just operating within one.




Experience working with outsourced partners and internal delivery teams.
Strong understanding of end‐to‐end service delivery and customer lifecycle management.
ISTQB or equivalent QA certification
ITIL / Service Management frameworks
Root Cause Analysis methodologies
ISO 9001 or Quality Management Systems experience
Data‐driven and analytically strong; Confident communicator able to influence senior stakeholders and partners.
Pragmatic mindset: balances quality ideals with commercial and operational realities.
Fluent English required; additional languages a plus (French, German, Dutch, Spanish).
Quality Leadership: Establishes and upholds clear quality standards; Interprets data, identifies patterns, and converts insights into action.
Did you know Mews was named Best PMS of 2025 – for the second year in a row – and twice recognized as a Best Place to Work in Hotel Tech?
That success is powered by our incredible people and supported by the benefits that help them thrive.
Unlimited paid holiday (yes, really)
Flexible, hybrid working options
One‐off home office setup budget to make your workspace your own
Monthly working‐from‐home and healthcare allowances (where local healthcare benefits are not available)
We also tailor benefits to each location – from regional healthcare coverage to team events, socials, and other perks that make Mews life special wherever you are.
Mid‐Senior level
Full‐time
Quality Assurance
Software Development
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