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Quality Assurance Manager

Summary

At Spotify, we’ve connected millions of people to their favorite songs and created a service that people use to discover and enjoy music they love. 

We seek a smart, ambitious, and hardworking Quality Assurance Manager to join the Global Customer Support team. In this role, you will lead the overall strategy and execution of Spotify’s quality assurance program to ensure that every interaction with Spotify’s customer base are not only unique but of the highest caliber service. Our team is empowered to go to bat for the customer, and know when to question the norm to make sure our customers have an amazing experience. You will be responsible for the daily supervision and management of the QA Analysts. Must have high endurance for evaluating calls and emails, facilitating training classes, testing new products as well as driving and embracing change in the Customer Support Team.

Responsibilities

  • Track progress of individual associates; recommend performance action plans for associates who are not meeting established standards
  • Ensure quality measures are in line with and embody the Spotify voice to customers
  • Work with supervisors and management to ensure that all associates are meeting quality standards
  • Provide training as needed to both new hires and experienced associates
  • Attend and contribute to both internal and client calibration sessions
  • Remain knowledgeable on project information by keeping training manual and memos updated
  • Track trends and make recommendations for refresher and/or up-training to the trainer(s)
  • Any other duties and responsibilities assigned by management of the company
  • Interview and train QA team
  • Provide coaching and support to QARs

Requirements

  • Bachelor’s Degree
  • 3-5 years QA experience in a call center environment
  • Computer skills; ability to learn new systems quickly
  • Proficiency in Microsoft Office applications, especially MS Word and Excel
  • Excellent oral and written communication skills
  • Detail-oriented
  • Analytical skills
  • Demonstrated skills in coaching, mentoring, training
  • Ability to work in a fast-paced environment
  • Exceptional motivational and interpersonal skills

Try Spotify here: http://www.spotify.com/us/get-spotify/overview/