Which Bandmember are You?

Famehouse is seeking a Quality Audit Coordinator, eCommerce Fan Services. This person will partner with other auditors in support of the Sr. Quality Manager to review and analyze customer interactions to ensure accuracy and quality metrics are met.

How You'll Rock the Role

• Perform regular standardized quality audits of customer interaction handling by our team of 100+ customer service representatives to ensure consistent and positive service to our customers and adherence to policies and procedures
• Provide feedback reports to Fan Services management on individual audit results and group trends
• Participate in and/or lead weekly quality calibration exercises with vendor support management teams
• Serve as a subject matter expert and team resource regarding customer service process and procedures, policies, quality concerns or issues
• Support customer service training and quality projects or other assignments as needed
• Engage in customer support tickets to ensure consistent knowledge of process and policy are in line with the expectations of customer support agents.
• Collaborate and communicate across various eCommerce teams to assist in projects as needed
• Uphold the policies of the E-Commerce/Merchandising department as stated in the Universal Music Group Customer Care Help Center

What We're Looking For

• Bachelor’s degree in Business, or a related field
• eCommerce or Quality Assurance experience
• Customer Service experience, preferably in retail or eCommerce environment
• A self-starter who is keen to identify opportunities for operational improvement and process documentation
• Experience with workflow software (Microsoft Office, Google Sheets, Monday, etc)
• Knowledge of Zendesk
• Excellent verbal and written communication skills, with the ability to adjust as needed
• Adept at working in a fast-paced environment and successfully juggle multiple projects and tasks with tight deadlines
• Extremely detail-oriented and highly organized
• Ability to analyze and report on trends and issues
• Easily adjusts to shifting priorities
• Trustworthy with sensitive information
• 2+ years customer service experience
• Attention to detai
• Quality Assurance
• Zendesk knowledge
• Customer service background
• Time management
• As support runs 7 days a week, please note that weekend and off hours coverage may be required in line with business needs
   

This is the pay range that Magnit reasonably expects to pay for this position: $15.00/hour - $20.00/hour

Benefits: Medical, Dental, Vision, 401K