Quality Coordinator, eCommerce Fan Services - Philadelphia, 19109

Quality Coordinator, eCommerce Fan Services - Philadelphia, 19109, United States of America

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. Established & headquartered in Philly, Famehouse powers eCommerce for UMG’s labels, artists, and Bravado, along with a select roster of 3rd party clients. Our success & culture is fueled by collaboration—both within FH and with our partners. 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 we LEAD:

At Famehouse, fans are at the forefront of our business. They're more than customers, they're passionate supporters of our artists, and we're equally passionate about supporting them. That fan-first philosophy is why our customer service team is called Fan Services. We’re seeking a Quality Audit Coordinator, eCommerce Fan Services. This person will partner with other auditors in support of the Sr. Quality Manager to review and analyze customer interactions to ensure accuracy and quality metrics are met.

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.
• Collaborate and communicate across various eCommerce teams to assist in projects as needed
• Uphold the policies of the E-Commerce/Merchandising department as stated in the Universal Music Group Customer Care Help Center.

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