Manager, CS Social QA & Process

Main duties and responsibilities:

  • Manage a team of QA and business analysts; drive their performance and grow their skills
  • Define standards of excellence for social customer interactions and process adherence
  • Set monthly QA targets and hold our OS partner sites accountable for consistent quality in service delivery
  • Ensure global QA teams are aligned to QA standards within 5% deviation
  • Collaborate with CS and OS to identify and address QA & process improvement opportunities
  • Own backlog of operations improvement initiatives, including project definition, scope, priorities, dependencies, and incorporation into CS OKR planning
  • Remain knowledgeable about new products, current live issues, customer and advisor pain points, and coordinate the upkeep of knowledge bases, workflow artifacts, templates, and training curriculum
  • Aid in creating a culture that stimulates creativity in order to maintain and improve the Spotify tone of voice
  • Work closely with Social Engagement & Escalations team to evolve our incident and escalation management strategy
  • Analyse QA, CSAT, and other available data to identify areas of improvement and communicate needs back to stakeholders
  • Closely partner with CS Social Training to identify training needs based on QA analysis
  • Recruit, interview, and hire for external OS and internal QA Associates
  • Work with CS Analytics in order to collect, manage, and report customer feedback into the business
  • Maintain expertise in social media management platform, including system design, workflows, and administration
  • Perform additional duties as required

Required Skills, Qualifications and Experience:

  • Excellent command of the English language with business proficiency in Spanish or Portuguese
  • Experience operating within a multi-vendor and multi-geo outsourced customer service organization (at least 2 years)
  • Experience delivering quality analysis for social customer service interactions (at least 2 years)
  • Experience providing customer service for a subscription-based and ad-supported service (at least 2 years)
  • Experience managing an aspect of social care operations at an enterprise level (ideally 300+ social agents and over 1,000 total agents)
  • Experience applying continuous improvement and root cause analysis frameworks
  • Experience developing quality guidelines and participating in alignment sessions across 5+ languages and cultures
  • Experience leading within a quartile or quintile performance management structure
  • Experience training peers and team members on how to lead effective triad coaching sessions
  • Khoros social media management software (Analytics, Administration, Agent, Publisher)
  • UserAdmin centralized customer relationship management
  • Digital River, Adyen, Boleto, and One Source payments processing systems
  • Guru knowledge and content management
  • Tableau data management and visualization
  • Excel macros and report builders
  • Jira service desk


Cambridge, England

Salary details:


Posting date:

June 12, 2019

Closing date:

July 11, 2019

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