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Quality Assurance Manager

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 Customer Support Quality Assurance Manager. In this role, you will join the Customer Support team and 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 knows 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 and must have high endurance for evaluating customer interactions, communicating across the department, and driving and embracing change in the Customer Support Team.

Responsibilities

  • Build and manage QA analyst team and processes to meet Customer Support Quality goals
  • Ensure that contact center staff is delivering a high level of customer service through monitoring of interactions and process standards.
  • Participate in the design of all quality monitoring formats, documentation, and quality standards.
  • Improve and track progress of overall quality trends of enterprise contacts and identify overall training areas to be targeted for refresher and up-training
  • Manage the quality assessment of individual associates and 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
  • Develop and manage quality scoring calibration process and sessions
  • Perform targeted quality assessment on customer contact segments and new process implementation
  • Any other duties and responsibilities assigned by management in alignment with Spotify's goals
  • Provide coaching, support, and career development to Quality Assurance Analysts

Requirements

  • Bachelor’s Degree
  • 3-5 years QA experience in a contact center environment
  • 1-3 years of management experience
  • High aptitude for new technical processes and computer programs
  • Proficiency in Word, Excel, and PowerPoint
  • Excellent oral and written communication skills
  • Detail-oriented and analytical
  • Demonstrated skills in coaching, mentoring, training
  • Must be able to effectively communicate with agents, internal departments and management
  • Ability to work in a fast-paced and innovative environment
  • Exceptional motivational and interpersonal skills