Quality Manager

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 KIPs, 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 specialists

• Perform weekly qualitative and quantitative analysis of QA performance

• Collaborate with the leadership team to set quality priorities and benchmarks

• Create standards in accordance with customer expectations 

• Tracking and analyzing the impact of the quality program on key business KPIs

• Running root-cause analysis to identify knowledge gaps 

• Ensure external vendors maintain appropriate quality & training procedures documentation to support quality processes

• Oversee 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 environment

• Effective written, oral communication and presentation skills necessary

• Advanced organizational skills with the ability to handle multiple assignments

• Ability to collaborate cross functionally

• BA/BS, or equivalent experience required

What we can offer:

• Flexible PTO

• Equity

• Medical, dental, & vision insurance

• Life insurance and disability benefits

• 401K, HSA, pre-tax savings programs

• New equipment setup provided

• Diverse Family-forming benefits through Carrot Fertility

• Wellness programs

• Tenure recognition

$83,430 - $101,970 a year

At Gametime pay ranges are subject to change and assigned to a job based on specific market median of similar jobs according to 3rd party salary benchmark surveys. Individual pay within that range can vary for several reasons including skills/capabilities, experience, and available budget.

Gametime is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, sex, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.

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