Job Description
Quality Assurance Specialist sought to monitor and improve customer interactions through various channels, ensuring adherence to company standards and policies.
At viagogo, we are a global organization looking for champions of innovation and change. We value togetherness, trust, inclusion, and a culture of winning. If you are an entrepreneurial risk taker and ready to roll up your sleeves, you'll thrive in our environment where the rewards are highly motivating.
We are looking for someone who is detail-oriented and analytical. The Quality Assurance Specialist will be responsible for:
- Conducting regular quality evaluations of customer service interactions to ensure adherence to company standards and policies.
- Providing clear, concise, and constructive communication in both written and verbal forms to document findings.
- Auditing evaluations that have been scored by other cross-functional teams and partners.
- Analyzing customer feedback, complaints, and trends to identify areas for improvement and recommend actionable solutions.
- Maintaining required performance and quality metrics, delivering on quality assurance initiatives, and business outcomes.
- Working closely with management to address systemic issues, escalate critical concerns, and implement feedback.
- Assisting with customer service volumes via chat, phone, and email maintaining performance standards set for contact handling.
The ideal candidate will possess:
- Detail-oriented skills to assess customer interactions, ensuring accuracy and consistency in adherence to quality standards.
- Analytical skills to evaluate data, identify patterns, and draw meaningful insights to drive quality improvement initiatives.
- Effective communication skills to articulate feedback clearly and effectively.
- Collaboration skills to work with team members, managers, and other stakeholders to achieve quality assurance goals and drive continuous improvement.
- Adaptability to respond to changing priorities, business needs, and evolving customer service requirements.
- Integrity to uphold ethical standards and confidentiality in handling sensitive information.
- Time management skills to prioritize tasks, meet deadlines, and achieve objectives within allocated timeframes.
This is a dayshift, full-time position, working M-F with occasional flexibility required to accommodate evenings and weekends based on business needs. The role will require working in-office 3 days per week to ensure cross-functional collaboration.
Preferred Education and Experience:
- Proven experience in quality assurance or customer service, preferably in a contact center environment.
- Proficiency in Microsoft Office Suite and experience with quality assurance software/tools.
- Customer-centric mindset with a passion for delivering exceptional service and improving customer experiences.
At viagogo, we offer a wide range of benefits, including:
- Competitive starting salary
- Health package
- Continuous training & support
- Career progression
- Employee Engagement initiatives
- Casual dress code
- Free parking