CS Service Quality Specialist - Remote

Overview

We’re looking for a passionate and driven individual to join our Service Quality team as a Service Quality Specialist. In this role, you’ll play a key part in elevating Spotify’s quality of service by empowering BPO advisors and management teams with the insights and skills they need to solve problems and support their teams effectively.

In Short

• Build and refine quality and coaching practices for BPO partners.
• Advocate for quality across cross-functional teams.
• Iterate on quality metrics and contribute to automation efforts.
• Make informed technical and risk trade-off decisions.
• Shape long-term vision for Quality Assurance.
• Deliver statistical analyses to improve service quality.
• Create and maintain Quality scorecards.
• Collaborate with Training and Operations teams.
• Participate in calibration sessions for alignment.
• Document and maintain institutional knowledge.

Requirements

• Bachelor’s degree in Research, Business, or related field.
• Understanding of Generative AI and Automated Quality Assurance.
• Proficiency in Salesforce, Liveperson, Tableau, JIRA, Khoros.
• Experience with outsourcing partners to drive performance.
• Deep understanding of project life-cycle management.
• Experience leading projects and managing requirements.
• Proven track record of achieving goals efficiently.
• Collaborative and adaptable communicator.

Benefits

• Flexibility to work from the United States or EMEA region.
• Collaboration within the EST time zone.