GOAT is seeking a results-oriented Assistant Manager of Quality Assurance.
This individual should have deep experience with quality planning and implementation for a fast-growing business and performance-based culture.
We are looking for a thought leader to develop a quality program to measure agent service delivery and optimize customer satisfaction.
The ideal candidate will be an innovative thinker who is comfortable working across a variety of departments.
This role requires someone who is great with people, capable of multitasking, detail-oriented, and able to successfully manage multiple projects with multiple timelines & deadlines.
In This Role You Will:
Develop a global Quality Assurance strategy to ensure consistent service delivery across all teams Analyze QA and Customer Satisfaction data to recommend process and system improvements to leadership to help deliver a premier end to end service experience Effectively manage Quality Assurance and service related projects Deeply understand agent workflows and work cross-functionally to optimize and improve service delivery Interview and identify the most qualified candidates for the Quality Assurance team Implement and maintain quality processes for multiple functions across multiple locations, including offshore resources. Monitor daily team productivity, optimizing personnel to meet team expectations Implement and administer Quality Assurance monitoring software and ensure optimized utilization of QA tools Provide support and partnership to the Customer Experience and Fraud Teams by implementing process improvements to better serve consumers and drive efficiencies Anticipate future business changes and challenges and proactively develop and implement new or revised plans to maintain a competitive service environment, staying current on Contact Center industry practices and challenges Ensure alignment on priorities and strategic direction by partnering with other business units and leaders Develop and deliver on key metrics and performance indicators to measure overall customer experience and financial performance and provide a foundation for continuous improvement Be flexible to manage other assignments as they arise.
We Are Looking For:
3
– 5 years of experience in contact center quality assurance teams, ideally at one or more organizations that have 2-sided marketplace structures 1 -3 years of experience in digital commerce and/or experience in a business-related field Experience with Stella Connect preferred Demonstrated proficiency in the utilization and implementation of Quality Assurance software A solid track record demonstrating the ability to manage team performance, results and development Experience carefully evaluating internal customer experience processes and workflows, and successfully optimizing these processes to drive efficiency Ability to gather, synthesize and analyze information to make recommendations that will improve customer experience and improve the marketplace experience Proven track record of implementing new solutions from end to end, including strategy, planning, and execution Proven ability to communicate and work seamlessly with both technical and business teams Excellent written and verbal communication skills and the ability to simplify complex topics.
GOAT is the global platform for the greatest products from the past, present and future.
Since its founding in 2015, GOAT has become the leading and most trusted sneaker marketplace in the world.
Through its unique positioning between the primary and resale markets, the company offers styles across various time periods on its digital platforms and in its retail locations, while delivering products to over 30 million members across 170 countries.
The company is backed by strategic investor Foot Locker, Inc.
as well as some of the leading names in venture capital including D1 Capital Partners, Accel, Andreessen Horowitz, Index Ventures, Matrix Partners, Upfront Ventures, Webb Investment Network and Y Combinator.
We encourage you to apply even if you feel unsure about whether you meet every single requirement.
We look for people who are passionate about what we do, not just those who check off all the boxes.
GOAT Group will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, if applicable.
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