Quality Control Manager
Job Description: As Quality Control Manager, you will be responsible for overseeing the day-to-day operations of our Quality Control Investigation (QCI) team, working closely with a team of direct reports to provide leadership and training. The QCI team works with our Customer Service and Seller Service teams as an internal escalation group tasked with resolving sensitive issues. These include BBB and Attorney General inquiries, customer claims of problems using their tickets, and high-profile public disputes. The team is also responsible for auditing orders to ensure agents throughout the operations center are consistently following proper protocols.
Responsibilities:
- Mentor and manage a team of 5-10 agents, providing real-time coaching and direction to continuously improve staff performance
- Assist with escalated customer issues as necessary
- Communicate regularly with senior management regarding team performance
- Collaborate with the Senior Operations Risk Manager and other departmental managers to improve company operational processes and develop more effective and efficient protocols
- Identify risk trends and associated costs, and provide summary data to senior management and ownership
Desired Skills and Experience:
- Bachelor's degree is required
- Previous experience with high level customer disputes is a must
- Customer service management experience is preferred
- Skilled writing background with experience in formal business correspondence
- Demonstrated ability to meet deadlines and prioritize deliverables
- Excellent attention to detail in order to accurately audit large order numbers
- Must possess sound decision making skills to determine validity of customer claims
What We Offer: Vivid Seats offers competitive compensation levels, substantial individual and team-based bonus opportunities, aggressive promotion timelines, and a variety of workplace perks. Specifically, staff has access to discounted event tickets, frequent in-office catered meals, monthly happy hours, team outings, free in building gym memberships, subsidized healthy meal and snack programs, and summer sports leagues. Standard benefits are also offered such as medical/dental/vision/life insurance, 401(k) plan with employer match, flexible paid time off and hours, and transit plan discounts.
Vivid Seats is an equal opportunity employer. Vivid Seats prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, national origin, age, disability or genetic information.