GOAT is seeking a results-oriented Quality Assurance Supervisor who will lead our Quality Assurance team. This individual should have experience with analytics for a fast-growing business and performance-based culture. You will be responsible for measuring agent service delivery and evaluating Customer Satisfaction (CSAT). The ideal candidate will be a critical thinker who is comfortable working across a variety of departments. This role requires someone who is great with people, capable of multitasking, detail-oriented, analytical, able to manage multiple timelines & deadlines, and has an entrepreneurial spirit.

In This Role You Will:

• Working with the Associate Director, to design and develop a comprehensive QA program that evaluates, tracks, and reacts to the quality of service.
• Collaborate with Associate Director to identify and resolve performance issues, or suggest areas for continuous improvement.
• Champion and spearhead the implementation of service and performance improvement initiatives.
• Implement QA monitoring and CSAT software.
• Analyze agent performance and customer survey data to identify customer pain points and make recommendations to improve customer experience.
• Develop and maintain evaluation material (ex: audit forms) for all Consumer Experience and Fraud customer-facing roles.
• Training and empowering a staff of QA Specialists whose role is to carry out the QA evaluations. 
• Conduct monitoring and evaluation of QA Specialists in order to maintain consistency and accuracy.
• Ensure proper handling of escalated customer concerns and responses, and coordinate methods to address issues raised by customers.
• Leading root cause analysis of QA evaluations and customer issues. 

We Are Looking For:

• At least 3 years in customer experience roles with increasing tenure and responsibility.
• Experience using industry-leading QA software and reporting programs, Stella Connect preferred.
• Experience at one or more organizations that have 2-sided marketplace structures a plus.
• Ability to objectively observe and evaluate job performance.
• Strong writing skills for preparing complaint responses and QA observation summaries.
• Ability to gather, synthesize, and analyze information to make recommendations that will improve service levels and improve the marketplace experience.
• Strong analytical skills and data driven approach to understanding and improving customer success metrics.

GOAT Group is the world’s largest marketplace for authentic sneakers. Founded in 2015 and based in Los Angeles, California, GOAT is the safest way to buy and sell sneakers. Whether you’re looking to buy rare sneakers, discover new ones, or earn money by listing sneakers you already own, GOAT is your destination. With an authentication service, buyer protection guarantee and great customer service, it’s the safest option in the industry.

GOAT offers the greatest selection of sneakers available through company-operated retail stores, e-commerce sites and mobile apps under the GOAT and Flight Club brands. We are backed by some of the leading names in venture capital including Accel Partners, Andreessen Horowitz, Ashton Kutcher, Guy Oseary, Matrix Partners, NEA, SV Angel, Upfront Ventures and Y Combinator.

Through its innovative technology and service, GOAT Group has changed the landscape of sneaker commerce and has quickly become the world’s most trusted source to discover, buy and sell authentic sneakers