CS Service Quality Specialist

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. You’ll advocate for our users, address root causes, and execute continuous improvement frameworks using agile methodologies.

You’ll act as a central connector, maintaining feedback loops between frontline teams, Knowledge Management, Training, and Automation teams. By collaborating with Operations and Service teams, you’ll deliver data-driven insights that improve our products, processes, relationships, and overall customer experience.

At Spotify, we embrace technology and champion the voice of our users and creatives. Together, we’ll ensure that support contributes directly to our mission of connecting the world with creativity, one experience at a time.

• Build and refine quality and coaching practices and processes for our team and BPO partners to achieve strategic goals.

• Advocate for quality across cross-functional teams, influencing Operations and Support Services teams to adopt best practices.

• Continuously iterate on the definition of quality metrics for advisors and different lines of business, contribute to automation efforts, and explore new tools and methods.

• Make informed technical and risk trade-off decisions related to QA work.

• Shape Spotify’s long-term vision and strategy for Quality Assurance.

• Use data to deliver statistical analyses that improve service quality and define quality strategies. 

• Create and maintain Quality scorecards for various lines of business and sampling types.

• Collaborate with Training and Operations teams to foster creativity and maintain Spotify’s tone of voice.

• Iterate on existing solutions and test new ideas using insights from the Service Quality scorecard. 

• Participate in calibration sessions to ensure alignment between BPO QA teams and AutoQA tools. 

• Partner with CS Analytics to evaluate and compare performance across our network.

• Work with Training and Knowledge Management teams to identify and address training needs based on root cause and analyses.

• Maintain Quality Management tools and collaborate with external vendors to influence their roadmaps in line with our strategy. 

• Translate quality data into compelling stories about enterprise-level performance. 
• Coordinate with Legal, Safeguard Operations, and the oDPO teams to ensure compliance in a dynamic, multinational environment. 

• Document and maintain institutional knowledge, including Quality Management platform-specific details. 

• Advocate for product and self-serve improvements to reduce user effort and support volume.

• You have a Bachelor’s degree in Research, Business, or a related field, or equivalent experience in data collection and Quality Assurance analysis in Service or similar industries. 
• You have a solid understanding of Generative AI and Automated Quality Assurance, with hands-on experience being a plus. 
• You are proficient in systems like Salesforce, Liveperson, Tableau, JIRA, and Khoros. 
• You are a customer care expert with a full understanding of CS Operations and the complexities of customer service. 
• You have experience working with outsourcing partners to drive high performance and foster a unified culture.
• You have a deep understanding of the full life-cycle of a project, from planning to execution.
• You have experience leading projects, managing requirements, and ensuring quality and consistency in deliverables.
• You have a proven track record of achieving goals efficiently, exercising sound judgment, and making strong decisions.
• You’re a collaborative, curious, and adaptable communicator who fosters cross-functional partnerships.

• We offer you the flexibility to work where you work best! For this role, you can be within the United States or EMEA region as long as we have a work location. 
• This team operates within the EST time zone for collaboration.

The United States base range for this position is $59,625-$85,179, plus equity. The benefits available for this position include health insurance, six month paid parental leave, 401(k) retirement plan, 23 paid days off, 13 paid flexible holidays.