Quality Assurance Specialist (Call Center)

The Opportunity: 

As a Quality Assurance Specialist You will ensure that our agents are providing the best experience available to their customers and   are compliant to the quality standards through transaction monitoring, calibrations and providing feedback. You will complete weekly reports and analyze data within said reports to draw conclusions on trends.

You’re the eyes and ears of the management team as you monitor agent transactions.

How your role contributes to the success of Vivid Seats:

Accurately and efficiently evaluate contacts

• Assess/Audit calls with the goal of driving exceptional performance through feedback.
• Identify trends in agent behavior that require further assessment and independently complete further audits.

Identify insights and opportunities

• Complete reports of daily, weekly, monthly, and quarterly monitoring scores or any quality-related performance together with root-cause/data analysis and recommended action
• Participate in process improvement designs related to quality, technology, agent-customer interaction flows,
• Review and submit exceptional calls to be pooled for our good call library to be used for coaching and new hire training.
• Ensure new policies and procedures are adapted to.

Work with partners to drive change

• Facilitate recurring calibration sessions with various department leadership and BPO QAs to reinforce good behavior.
• Drive continuous improvement within our customer facing departments and offshore teams.
• Be willing to challenge current approaches, procedures and conventional thinking.
• Receptive to feedback provided from various stakeholders.

How your role expectations will progress as a Quality Assurance Specialist in the first 30, 90, and 180 days:

30 days in

• Complete new hire orientation, gaining the resources you need to be successful.
• Learn how ticket marketplaces operate and how you’ll contribute to providing great experiences for our customers.
• Acclimate to team and company norms, business objectives, and Vivid Seats values.
• Review departments QA grades and relevant grader documents, learning expectations of each.
• Take part in calibration and departmental meetings.

90 days in

• Contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiencies.
• Maintain, harvest and aid internal and external relationships to achieve progress and advance objectives.
• Assess and submit quality grades.
• Attend and contribute to QA calibration sessions and any relevant department meetings.
• Analyze reports, looking for opportunities to drive performance.

180 days in

• Apply methods to execute individual tasks that positively impacts the team.
• Play an active role in continued learnings to advance skill sets necessary for team goals.
• Take primary responsibility for at least one line of business by submitting departmental reports and providing guidance on trends and performance opportunities.
• Support departments we QA by becoming a subject matter expert in all areas of performance.

What You’ll Bring:

• At minimum of 3 years' experience in quality assurance, and/or customer experience for voice and/or back-office
• Proficient in Microsoft Office applications including Excel (pivot tables, vlookups, and common calculations).
• Have effective written and spoken communication
• Possess effectual problems solving skills, with a focus on insights and drawing data driven conclusions.
• Able to positively build interpersonal relationships and influence agent behavior through feedback to department leadership, BPO partners and others to drive
• Strong desire to work in a collaborative and multi-disciplinary environment including multiple departments and teams, and able to find middle ground with those stakeholders.
• Excel in an environment where you are continually challenged to raise the bar, improving both your and the organization’s performance.
• Attention to details and willingness to challenge assumptions.

Schedule: Monday-Friday, 8:00am-5:00pm or 8:30am-5:30pm