Skip Navigation
Search

International QA Coach

Madrid, Madrid Requisition Number R0028732 Division StubHub

The QA Coach plays a key role in understanding the performance and satisfaction of the Customer Experience interaction with our fans across the globe.  This role will monitor interactions, provide feedback and assess knowledge, professionalism and resolution while keeping the fan experience top of mind.  The QA Coach will be the voice of the customer to mine key data that will be fed back into the business to enhance the overall experience.

Responsibilities

  • Monitor fan interactions with StubHub Experts (internal and external outsourcers) against our internal Quality standards.
  • Clear, concise and constructive communication in both written and verbal forms to document findings and assist front line leaders in coaching and developing their people.
  • Exceptional attention to detail, organizational skills and time management.
  • Collaborate with team members to identify and discuss trends, successes and opportunities.
  • Present key QA findings and trends to CE to ensure a strong partnership and improvement to our end to end fan experience
  • Calibrate with other QA coaches, team leads and supervisors.
  • Navigate several technical systems and processes (ex. Siebel, Inbenta, NICE, E-Alicia, Sharepoint, Excel, Infocenter, etc.)
  • Updating/Reporting QA metrics.
  • Expert in CE processes as well as related tools. Weekly queue time expected to remain an expert in assigned queues supported.
  • Partner with peers to ensure monthly team production goals are met.
  • Continue to innovate on ways to improve the end to end fan experience.

Job Requirements

  • Candidate must be fluent in (written and speech) in English and a minimum of one other language; Spanish, German, Japanese
  • Experience designing QA tools and implementing QA processes, speech and or text analytics preferred
  • Strong analytical and problem-solving skills – can define problems, collect data, establish facts and provide valid conclusions
  • Proficient with Microsoft Office tools (Excel, Word, PowerPoint, OneNote) and SharePoint. Strong Excel Skills (Pivot Tables and Macros) preferred.
  • Familiarity with systems such as Sharepoint.
  • Effective presentation, verbal and written communication skills
  • Demonstrated organization, planning, and time management skills – ability to prioritize and work in a multi-tasked environment
  • Solutions focused and demonstrated ability to innovate, learn, and work independently.
  • Maintains reasonable, consistent and predictable attendance
  • College degree or relevant experience preferred
  • 6 months in current position required (for internal candidates).

StubHub

 is a Subsidiary of eBay.

This website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies

View our privacy policy

View our accessibility info

eBay Inc. is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com.  We will make every effort to respond to your request for disability assistance as soon as possible.

For more information see:

EEO is the Law Poster

EEO is the Law Poster Supplement

Not ready to apply yet? Email this job to yourself

eBay Inc. is an equal opportunity employer, dedicated to workforce diversity. All qualified applicants will receive consideration for employment without regard to their protected veteran status and will not be discriminated against on the basis of disability or long term unemployment circumstances. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at globaltalentacquisition@ebay.com. We will make every effort to respond to your request for disability assistance as soon as possible.

Recently Saved Jobs

You have not saved any jobs.

Recently Viewed Jobs

You have not viewed any jobs.

Sign up for Job Alerts

Get the latest career opportunities as soon as they become available.

Interested InSearch for a category, location, or category/location pair, select a term from the suggestions, and click "+".

Back to top