Overview
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
About Spotify
With Spotify, it’s easy to find the right music for every moment – on your phone, your computer, your tablet and more.
There are millions of tracks on Spotify. So whether you’re working out, partying or relaxing, the right music is always at your fingertips. Choose what you want to listen to, or let Spotify surprise you.
You can also browse through the music collections of friends, artists and celebrities, or create a radio station and just sit back.
Soundtrack your life with Spotify. Subscribe or listen for free.
