Quality Coordinator, eCommerce Fan Services

We are UMG, the Universal Music Group. Famehouse, a division of UMG, is the preeminent leader in D2C solutions in music, defining & delivering the industry’s best-in-class service to connect artists with their fans. We are passionate about the impact of eCommerce for artists, providing a full service solution to grow an artist’s owned business including strategy, creative, storefront merchandising, fulfillment, customer service, technology, and more. How you’ll CREATE: • 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. Bring Your VIBE: • 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 • As support runs 7 days per week, please note that weekend and off hours coverage may be required in line with business needs