About Us:
Live experiences help people cross today’s digital divide and focus on what truly connects us – the here, the now, this once-in-a-lifetime moment that’s bringing us together. To fulfill Gametime’s mission of uniting the world through shared experiences, we make it easy for people to discover and access the live experiences that matter most.
With platforms on iOS, Android, mobile web and desktop supporting more than 60,000 events across the US and Canada, we are reimagining the event ticket industry in order to move at the speed of life.
The Role:
As the Quality Manager, you will provide oversight and direction for the quality function, managing a team of Quality Specialists that provide feedback, track KPIs, and analyze performance and process improvements. Using a data-based approach, you will establish standards governing customer interactions, implement monitoring programs, and take responsibility for improving them.
What you'll do/own:
Ownership of systems, tools and processes for maintaining, monitoring and improving quality standards Lead and develop a team of quality specialistsPerform weekly qualitative and quantitative analysis of QA performanceCollaborate with the leadership team to set quality priorities and benchmarksCreate standards in accordance with customer expectations Tracking and analyzing the impact of the quality program on key business KPIsRunning root-cause analysis to identify knowledge gaps Ensure external vendors maintain appropriate quality & training procedures documentation to support quality processesOversee regular calibration meetings with key stakeholders
A little more about you:
2+ years experience in a quality role in a contact center environment 1+ year of direct management experience preferred Experience using QA software (MaestroQA a plus)Experience conducting business process reviews, recommending enhancements, implementing solutions and delivering results in a fast-paced environmentEffective written, oral communication and presentation skills necessaryAdvanced organizational skills with the ability to handle multiple assignmentsAbility to collaborate cross functionallyBA/BS, or equivalent experience required
What we can offer:
Flexible PTOEquityMedical, dental, & vision insuranceLife insurance and disability benefits401K, HSA, pre-tax savings programsNew equipment setup providedDiverse Family-forming benefits through Carrot FertilityWellness programsTenure recognition
