GCS Quality Specialist

at  viagogo

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.
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/ viagogo 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.
We are looking for someone who is detail-oriented and analytical. The Quality Assurance Specialist will be responsible for monitoring, evaluating, and improving the quality of customer interactions through various channels, including phone, email, chat, and social media. We aim to be recognized as the best and most trusted customer experience brand in the world!

PREFERRED EDUCATION AND EXPERIENCE:

• Proven experience in quality assurance or customer service, preferably in a contact center environment.
• Proficiency in Microsoft Office Suite and experience with quality assurance software/tools.
• Customer-centric mindset with a passion for delivering exceptional service and improving customer experiences.

• Conduct regular quality evaluations of customer service interactions to ensure adherence to company standards and policies.
• Provide clear, concise, and constructive communication in both written and verbal forms to document findings.
• Audit evaluations that have been scored by other cross functional teams and partners.
• Analyze customer feedback, complaints, and trends to identify areas for improvement and recommend actionable solutions.
• Maintain required performance and quality metrics, deliver on quality assurance initiatives, and business outcomes.
• Work closely with management to address systemic issues, escalate critical concerns, and implement feedback.
• Assist with customer service volumes via chat, phone, and email maintaining performance standards set for contact handling.

Competencies:

• Detail Oriented: Demonstrates a meticulous attention to detail to assess customer interactions, ensuring accuracy and consistency in adherence to quality standards.
• Analytical Skills: Applies analytical skills to evaluate data, identify patterns, and draw meaningful insights to drive quality improvement initiatives.
• Communication: Articulates feedback clearly and effectively, fostering open communication channels with customer service and cross-functional teams.
• Collaboration: Works collaboratively with team members, managers, and other stakeholders to achieve quality assurance goals and drive continuous improvement.
• Adaptability: Demonstrates flexibility and adaptability in responding to changing priorities, business needs, and evolving customer service requirements.
• Integrity: Upholds ethical standards and integrity in handling sensitive information, always ensuring confidentiality and professionalism.
• Time Management: Proficient in managing time effectively to prioritize tasks, meet deadlines, and achieve objectives within allocated timeframes.