CS Service Quality Specialist

Overview: - Seeking a Service Quality Specialist to join the Spotify Service Quality team. - Role involves elevating Spotify's service quality, empowering teams, and advocating for users. - Acts as a central connector between frontline teams and various departments. Key Responsibilities: - Build and refine quality and coaching practices for internal and BPO partners. - Advocate for quality across cross-functional teams. - Iterate on quality metrics, contribute to automation, and explore new tools. - Make informed technical and risk trade-off decisions. - Shape long-term QA vision and strategy. - Use data for statistical analyses to improve service quality. - Create and maintain Quality scorecards for various business lines. - Collaborate with Training and Operations teams. - Participate in calibration sessions and partner with CS Analytics. - Work with Legal, Safeguard Operations, and oDPO teams for compliance. - Document and maintain institutional knowledge. - Advocate for product and self-serve improvements. Requirements/Skills/Qualifications: - Bachelor’s degree in Research, Business, or related field, or equivalent experience. - Solid understanding of Generative AI and Automated QA. - Proficiency in Salesforce, Liveperson, Tableau, JIRA, and Khoros. - Experience in customer care, CS Operations, and project life-cycle management. - Proven track record in achieving goals, managing requirements, and ensuring quality. - Collaborative, curious, and adaptable communicator. Compensation & Benefits: - Salary range: $59,625-$85,179, plus equity. - Health insurance, six month paid parental leave, 401(k) retirement plan, 23 paid days off, 13 paid flexible holidays. - Flexibility to work within the United States or EMEA region. - Operates within the EST time zone.