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Vivid Seats
Vivid Seats connects fans with the live events they love.
Dallas-Fort Worth, TX
Hybrid

Quality Assurance Specialist at Vivid Seats (Dallas, TX)

| Dallas-Fort Worth, TX | Hybrid
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 Who we are: Founded in 2001, Vivid Seats (NASDAQ: SEAT) is a leading online ticket marketplace committed to becoming the ultimate partner for connecting fans to the live events, artists, and teams they love. We believe in the power of experiences and are fiercely dedicated to building products that inspire human connections. Named as one of Built In Chicago’s top 10 places to work in 2021, we believe that our People are our greatest competitive advantage. To support our People, we have built a company culture that empowers our employees to embrace challenges, encourages unity through collaboration, and seeks to constantly evolve by leveraging data and inspiring innovation.

The Opportunity: 

As a Quality Assurance Specialist, you will ensure that our agents are providing the best experience available to our customers and are compliant to the quality standards through transaction monitoring, calibrations and providing feedback. You are the subject matter expert in guiding and monitoring agents and their transactions to support our best in class customer service experience.

How your role contributes to the success of Vivid Seats:

  • Conduct regular coaching sessions with agents to reinforce compliant behavior and reform opportunities within our customer facing departments.
  • Report daily, weekly, monthly, and quarterly monitoring scores or any quality-related performance together with root-cause analysis and recommend action items.
  • Report critical errors to Operations, Training, HR and monitor the corrective action taken of our agents to rectify performance on procedures.
  • Facilitate QA rollouts that will guide orientation for new hires to ensure compliance across new customer facing agents.
  • Participate in process improvement designs related to Quality, Technology, and any agent to customer interactions and workflows.
  • Review and submit exceptional calls to be pooled to our library to use for future coaching and new hire training.

How your role expectations will progress as a Quality Assurance Specialist in the first 30, 90, and 180 days:

30 days in

  • Complete new hire orientation, gaining the resources you need to be successful.
  • Learn how ticket marketplaces operate and how you’ll contribute to providing great experiences for our customers.
  • Acclimate to team and company norms, business objectives, and Vivid Seats values.
  • Learn Quality Assurance norms and KPI's that we monitor to ensure we continually meet customer expectations.
  • Shadow our customer servicing departments to gain knowledge of call flow and expectations.

90 days in

  • Contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiencies.
  • Maintain, harvest, and aid internal and external relationships to achieve progress and advance objectives.
  • Review calls to identify trends that need additional training or corrective action.
  • Collaborate with operations leaders and Training team to share feedback as needed.

180 days in

  • Apply methods to execute individual tasks that positively impacts the team.
  • Play an active role in continued learnings to advance skill sets necessary for team goals.
  • Independently facilitate calibrate sessions with customer servicing agents to gage performance.
  • Collaborate with Operations and Training to develop both technical and soft skills for agents as well as Identify areas for process Improvement within departments.

What You’ll Bring:

  • At least a year experience in quality assurance, and customer experience for voice and/or back-office
  • Proficient in Microsoft Office applications including Excel, Word, and PowerPoint, and other similar
  • Have effective written and spoken communication skills across various
  • Possess effectual listening, coaching, and motivational
  • Able to positively influence agents and others to drive
  • Willing to work in a collaborative and multi-disciplinary
  • Adaptable to changes in the working environment and can complete multiple

 

Our Commitment:

We are an equal opportunity employer that values the critical importance of a diverse workforce and sense of belonging. Many of our roles have flexible requirements and we encourage you to apply regardless of whether you meet every qualification.

Vivid Seats provides competitive compensation; bonus incentives; FLEX PTO; mental health days; medical, dental, and vision insurance; 401K matching; monthly credits and discounts for attending live events; snack allowances; and a variety of additional workplace perks.
Location: Coppell, TX
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
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What are Vivid Seats Perks + Benefits

Vivid Seats Benefits Overview

We make it easier for you to give it your all. While you are transforming the live event industry, we will take care of you and people who matter to you.
We've got you cover with a variety of Health, Dental and Vision packages to help fit your needs; 100% Employer Paid Life Insurance, AD&D and EAP; STD and LTD.
One of the most competitive 401 (k) programs on the market.
Continuing education opportunities and rewarding performance incentives
PTO, Maternity and Paternity policies that afford you the flexibility to take planned time off as needed.
In-office happy hours, holiday and summer events, company-sponsored sports leagues, catered lunches.
Stocked kitchen with healthy snacks!

Culture
Volunteer in local community
Committed to partner with organizations and causes that are important to our employees and our communities.
Partners with Nonprofits
Corporate Social Responsibility is important to us - we have a team dedicated to leading these efforts both in a local and national scope.
Friends outside of work
Eat lunch together
Intracompany committees
Vivid Cares, Vivid Cleats, the FUN Committee are just a few examples of how we partner to execute initiatives that are important to our employees!
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Employees trained on best practices supporting data-driven decisions - starting with recruiting and hiring.
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

We offer credits and discounts on tickets to attend your favorite events along with great health insurance plans with healthy employer subsidies (like monthly care packages for remote employees!) and pre-tax commuter benefits. All employees are encouraged to use no questions asks mental health days and a floating holiday. When in the office we host catered lunches and regular happy hours to recognize birthdays and celebrate successes. Our corporate office provides a fully paid in-building gym membership for morning yoga or lunchtime run. Employees are also able to work a hybrid schedule, providing the balance life requires, when we need it.

An Insider's view of Vivid Seats

How does your team reward individual success?

We are encouraged to take ownership of our work and continue supporting technologies we work on, well into production and beyond. Having coworkers who care so genuinely about not only my individual success, but also the company's success, makes working for Vivid Seats extremely rewarding.

Lana M.

Sr Quality Engineer

What projects are you most excited about?

At Vivid Seats you are always working on something exciting and challenging which not only keeps you committed but also foster personal growth. Currently, my team is working on implementing a screen which will be highly personalized to the users and will help promote continuing engagement.

Sumedha G.

Software Engineer

How does the company support your career growth?

Vivid Seats is full of opportunity, where giving it your all is rewarded and being challenged is encouraged. If you are keen to learn, and want to accelerate your personal and professional growth, there is no limit as to how much you can achieve.

Keshav V.

Director of Engineering

How do you empower your team to be more creative?

At Vivid Seats, we recognize that creativity is driven by empowered teams who make their own decisions and can implement their best ideas themselves. We also make sure that information is available and flowing between functions and teams, through regular townhalls, product-tech all hands, scrum of scrums, etc., to foster employee engagement.

Riza C.

Director of Product Management

What's the biggest problem your team is solving?

We're always aiming to solve complex problems that improve the experience of countless customers. As a product team, I’m impressed at how well we collaborate across the organization, and that we do so in a way that highlights each of our skill sets that ultimately makes our products – and each of us – better.

Jarid M.

Sr Product Manager

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