Viagogo is the world’s leading marketplace to buy and sell tickets to any live event, anywhere. Through viagogo internationally and StubHub, our platform in North America, we service customers in 195 countries in 33 languages and 49 available currencies. With more than 300 million tickets available to events around the world annually -- from sports to music, comedy to dance, festivals to theater -- viagogo offers the safest, most convenient way to buy or sell tickets to the most memorable live experiences.
StubHub is growing and looking for people who want to help us shape how millions of people buy, sell, connect, and experience live events around the world. 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.
Job Description:
In this role, we are seeking a strong leader who has excellent communication and analytical skills with experience leading quality and/or compliance teams. The GCS Quality Manager will be responsible for developing and implementing standardized quality assurance processes, ensuring compliance with regulatory requirements, and driving continuous improvement in customer service operations globally. We aim to be recognized as the best and most trusted customer experience brand in the world!
Responsibilities:
* Develop and implement a global quality assurance framework for customer service operations, including standardized processes, policies, and performance metrics.
* Establish and maintain compliance with relevant regulatory requirements, industry standards, and internal policies across all customer service activities.
* Lead and oversee a global quality assurance team of 4-6 supervisors and 20+ quality specialists, in multiple regions, providing guidance, training, and support to ensure consistent implementation of quality standards and compliance measures.
* Collaborate with cross-functional teams, including Legal, Compliance, and Operations, to address regulatory issues, mitigate risks, and implement corrective actions as needed.
* Develop and deliver training programs on quality management principles, regulatory compliance, and best practices to enhance the skills and knowledge of customer service teams.
* Analyze customer feedback, complaints, and trends to identify root causes of quality issues and drive strategic initiatives to improve customer satisfaction and service quality.
* Monitor and analyze performance metrics and key performance indicators (KPIs) to track progress, measure the effectiveness of quality assurance initiatives, and drive data-driven decision-making.
* Prepare and present regular reports and updates to senior management on quality assurance and compliance activities, performance trends, and areas for improvement.
* Demonstrated ability to develop and execute strategic initiatives that drive quality and compliance excellence on a global scale, aligning with organizational goals and priorities.
* Possesses a deep understanding of global customer service operations and regulatory landscapes, with the ability to navigate cultural differences and regulatory requirements across multiple regions.
* Proven track record of designing and implementing robust quality assurance frameworks, processes, and performance metrics to uphold service quality standards and drive continuous improvement.
* Strong analytical skills with the ability to analyze complex data sets, identify trends, and derive actionable insights to inform decision-making and drive quality improvement initiatives.
* Demonstrated ability to identify root causes for quality issues, develop innovative solutions, and drive strategic initiatives to address challenges and improve processes.
* Skill in managing change initiatives and fostering a culture of continuous improvement, resilience, and adaptability to drive organizational growth and success.
* Exceptional communication and interpersonal skills, with the ability to effectively communicate complex ideas, influence stakeholders at all levels, and build consensus around quality and compliance objectives.
Preferred Education and Experience:
* 4+ years of progressive experience in quality assurance or customer service leadership roles, with a demonstrated ability to lead a global team, including in office and hybrid positions.
* Familiarity with quality management software/tools and CRM systems (e.g., Salesforce).
* Ability to travel internationally as needed to support global operations and engage with regional teams and stakeholders.
* Experience in developing and implementing quality assurance and compliance programs in a multi-channel contact center environment preferred.
* Experience with large-scale contact centers, global operating environments, or eCommerce Tech preferred.
Position Type and Expected Hours of Work:
* This is a full-time position working day shifts on weekdays. Occasional weekend or evening shifts may be necessary to accommodate peak operational demands. This role will require working in-office 3 days per week to ensure cross-functional collaboration.
What we offer:
At viagogo, we are proud of our multicultural and vibrant culture, innovative offices, and the newest technologies used. You can be a part of this exciting environment and show your talents. Once part of the team, you will have access to our wide benefits package:
* Health package
* Employee Engagement initiatives
* Casual dress code
* Free parking
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