GCS Quality Supervisor

GCS Quality Supervisor

Atlanta, GAStubHub – Customer Success /Full-Time /HybridStubHub is on a mission to redefine the live event experience on a global scale. Whether someone is looking to attend their first event or their hundredth, we’re here to delight them from the moment they start looking for a ticket until they step through the gate. The same goes for our sellers. From fans selling a single ticket to the promoters of a worldwide stadium tour, we want StubHub to be the safest, most convenient way to offer a ticket to the millions of fans who browse our platform worldwide.StubHub is growing and looking for people who want to help us shape how millions of people buy, sell, connect, and experience live events worldwide. We value togetherness, trust, inclusion, and most importantly a culture of winning. We are a global organization looking for champions of innovation and change. 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. In this role, we are looking for a leader who is driven, detail oriented, and has excellent communication skills. The Quality Assurance Supervisor role is responsible for ensuring that our customer service representatives consistently deliver exceptional service to our customers worldwide through the development and implementation of quality assurance processes. We aim to be recognized as the best and most trusted customer experience brand in the world! This Full-Time position may require weekend, holiday, daytime, and/or evening hours. This role will begin as in-office 5 days per week for the first 3-6 months and then will shift to in-office 3 days per week to ensure cross-functional collaboration.

What You'll Do

• Monitor customer interactions across various channels (phone, email, chat, social media) to assess the quality of service provided by customer service representatives.
• Evaluate individual and team performance based on established quality metrics, including accuracy, professionalism, efficiency, and adherence to company policies and procedures.
• Provide timely and constructive feedback to quality specialists based on quality evaluation reviews. Offer coaching and training to address areas for improvement and enhance skills.
• Identify training needs and opportunities for continuous improvement in customer service delivery. Conduct routine calibrations with customer service managers and other stakeholders to promote accurate & consistent scoring practices.
• Analyze complex customer feedback, complaints, and trends to identify root causes, recommend strategic solutions, and drive impactful improvements. Generate reports and insights to support decision-making and drive operational excellence.
• Ensure that customer service operations comply with regulatory requirements, industry standards, and company policies. Stay updated on relevant regulations and best practices.
• Collaborate with customer service managers and other stakeholders to implement initiatives aimed at enhancing service quality, improving customer satisfaction, and achieving business objectives.

Who You Are

• Leadership: Ability to lead and motivate a team of quality specialists to achieve quality objectives and deliver exceptional service.
• Communication: Excellent verbal and written communication skills to provide feedback, coach team members, and collaborate with stakeholders effectively.
• Analytical skills: Proficiency in analyzing complex data sets and deriving actionable insights to inform decision-making and improve service quality.
• Detail Oriented: Demonstrates a meticulous attention to detail to assess customer interactions, ensuring accuracy and consistency in adherence to quality standards.
• Adaptability: Demonstrates flexibility and adaptability in responding to changing priorities, business needs, and evolving customer service requirements.
• Collaboration: Works collaboratively with team members, managers, outsource partners and other stakeholders to achieve quality assurance goals and drive continuous improvement.
• Time Management: Proficient in managing time effectively to prioritize tasks, meet deadlines, and achieve objectives within allocated timeframes.

What You've Done

• 3+ years’ experience in customer service or related role.
• 1+ years’ experience managing a team of 5-12+ individuals preferred.
• Proven experience in a quality assurance role within a global customer service environment preferred.
• Expertise in utilizing quality assurance software/tools, advanced proficiency in Microsoft Office Suite, and familiarity with CRM systems (e.g., Salesforce) preferred.

What We Offer

• Accelerated Growth Environment: Immerse yourself in an environment designed for swift skill and knowledge enhancement, where you can scale your career.
• Top Tier Compensation Package: Enjoy a rewarding compensation package that includes premier benefits, aligning with our commitment to recognizing and valuing your contributions.
• Paid Time Off: Generous Paid Time Off, allowing you to manage your schedule and recharge as needed.
• Comprehensive Benefits Package: Prioritize your well-being with a comprehensive benefits package featuring 401k and premium Health, Vision, and Dental Insurance options.
• Team-Building Events: Engage in vibrant team events that foster camaraderie and collaboration, creating an atmosphere for celebrating your professional and personal growth.

About Us StubHub is the world’s leading marketplace to buy and sell tickets to any live event, anywhere. Through StubHub in North America and viagogo, our international platform, we service customers in 195 countries in 33 languages and 49 available currencies. With more than 300 million tickets available annually on our platform for events worldwide- from sports to music, comedy to dance, festivals to theater- StubHub offers the safest, most convenient way to buy or sell tickets for the most memorable live experiences. Join our team for a front-row seat to the action. We are an equal-opportunity employer and value diversity on our team. We do not discriminate on the basis of race, color, religion, sex, national origin, gender, sexual orientation, age, disability, veteran status, or any other legally protected status.