Quality Assurance Supervisor

StubHub is growing and looking for people who want to help us shape how millions of people buy, sell, connect, and experience live events around the world. We value togetherness, trust, inclusion, and most importantly a culture of winning. We are a global organization looking for champions of innovation and change. If you are an entrepreneurial risk taker and ready to roll up your sleeves, you’ll thrive in our environment where the rewards are highly motivating. 
Job Description:In this role, we are looking for an experienced contact center leader to join our team in Draper, UT. The Quality Assurance Supervisor plays a key role in understanding the performance and satisfaction of the Customer Service interaction with our fans. This is a leadership role that will lead 5-9 Quality Assurance specialists in our Global CS organization. We aim to be recognized as the best and most trusted customer experience brand in the world!
Responsibilities:•Recruit, manage, and develop a team of Quality Assurance specialists.•Maintain the day-to-day aspects of the QA program. This includes tracking productivity of QA specialists, handling reconsideration requests, answering questions, escalating technical issues. •Collaborate with team members and Customer Service Operations Leaders to identify and discuss trends, successes and opportunities. •Maintain QA metric dashboards, keeping the information relevant to key stakeholders and analyzing trends for areas of improvement. •Host frequent calibrations and call listening sessions across the business.
Competencies:•Strong analytical background, data driven •Solutions focused, optimistic attitude •Previous experience with quality assurance (non-tech) or coaching programs •Effective presentation, verbal and written communication skills •Exceptional attention to detail  •Ability to innovate, learn, and adjust to meet the needs of the position 
Position Type and Expected Hours of Work:Full-Time position, Monday-Friday dayshift schedule. Some flexibility in hours may be required on an as needed basis.
Preferred Education and Experience:•Minimum 1 year of quality assurance and 1 year of leadership experience managing teams effectively.•Experience with Microsoft Office Suite, including strong Excel skills•Experience with large-scale contact centers, global operating environments, or eCommerce / Tech is preferred.About us:
StubHub is on a mission to give the world the freedom to connect to powerful live experiences no matter where they are, whenever they want. Whether it's Harry Styles, the Yankees, Billie Eilish or Real Madrid, we're here to give fans the access to the live entertainment they love. That means we must power the destination for every type of live event fan to unlock the transformative live experience that’s right for them. We are their ticket to unforgettable memories – the crack of the bat, the first guitar chord or drum tap, the roar of the crowd at the championship winning goal, the joke that makes their belly ache from laughter. To do this, we must have the most premiere industry partnerships that deliver more seamless integrated solutions and aggregate the widest event catalogue, know our customers to design more personalized discovery of that very catalogue and get that fan into the event of their dreams so they keep coming back. Daily innovation is at the crux of how we do this and a passionate team that rigorously prioritizes the most results-oriented work they can deliver is what gets it done and keeps us leading the industry.
We are an equal opportunity employer and value diversity on our team. We do not discriminate on the basis of race, color, religion, sex, national origin, gender, sexual orientation, age, disability, veteran status, or any other legally protected status.