Taiwan - GCS Quality & Training Supervisor

viagogo is the world's leading marketplace to buy and sell tickets to any live event, anywhere. Through viagogo internationally and StubHub, our platform in North America, we service customers in 195 countries in 33 languages and 49 available currencies. With more than 300 million tickets available to events around the world annually -- from sports to music, comedy to dance, festivals to theater -- viagogo offers the safest, most convenient way to buy or sell tickets to the most memorable live experiences.

Viagogo/StubHub is growing and looking for people who want to help us shape how millions of people buy, sell, connect, and experience live events around the world. We value togetherness, trust, inclusion, and most importantly a culture of winning. We are a global organization looking for champions of innovation and change. If you are an entrepreneurial risk taker and ready to roll up your sleeves, you'll thrive in our environment where the rewards are highly motivating.

The Taiwan GCS Quality & Training Supervisor offers a unique opportunity to directly impact the ongoing success of Taiwan Global Customer Service Team. The role will involve developing and creating our Training and Quality monitoring processes, having a direct impact on driving change. This is a cross functional role, delivering both quality and training tasks, providing personal growth and thought leadership opportunities. 

The successful candidate will be an innovator, team player and champion of continuous improvement across our global internal teams and outsourcing partners. 

What You'll Do:

• Assist in creation, evolution, and maintenance of up-to-date training materials for teams within TW Global Customer Service 
• Assist in creation, evolution of a Quality Monitoring process for teams within TW Global Customer Service 
• Partner closely with Global QA & Training team to ensure the success: curriculum alignment, certification support, and a regular calibration cadence with global standards. 
• Collaborate with customer service managers and other stakeholders to implement initiatives aimed at enhancing service quality, improving customer satisfaction, and achieving business objectives. 
• Analyse complex customer feedback, complaints, and trends to identify root causes, recommend strategic solutions, and drive impactful improvements. Generate reports and insights to support decision-making and drive operational excellence. 
• Ensure that customer service operations comply with regulatory requirements, industry standards, and company policies. Stay updated on relevant regulations and best practices. 
• Delivery training in native English level, create and send comms/updates  
• Complete Quality Monitoring Evaluations 
• Met expected KPI's 
• Make analytical, policy and process-based decisions to improve materials 
• Challenge processes, bringing ideas for continuous improvement 
• Provide a strong quality focused customer experience - giving quick, accurate, and friendly service, both internally and externally 
• Take ownership and responsibility to get tasks completed on time 
• Work on multiple tools, tasks, and ad hoc requests, as operationally required to meet our team KPI's 
• Build lasting relationships with other orgs and teams  
• Flex in approach to our evolving org and KPI's 

We would like to see someone who has: 

• People skills 
• Innovation, creativity, and a solution driven mindset with an ability manage change 
• Attention to Detail - can look at the bigger picture, identifying patterns and flaws and implement continuous improvement 
• Communication Skills – clear and strong communication 
• Ownership - takes on responsibility, excelling at following up, providing updates proactively, and proposing process improvements whenever applicable 
• Problem Solving -Understanding scenarios, making decisions, and suggesting appropriate answers/solutions  
• Ability to adapt to new technologies and tools 
• Relationship Building - Using interpersonal skills to network in an effective way, educating customers regarding our tools and procedures, and building lasting customer and colleague relationships 
• Time Management - Organized and reliable, prioritizing, working well under pressure to meet deadlines 
• Teamwork - Adaptable, flexible, approachable, and collaborative towards team goals and interests 
• Positive Attitude - A sense of humour and positive "make-it-work" attitude 
• Policy-Driven - Impartial and objective with a policy-oriented mindset 
• Results Driven - Strong work ethic with a "can-do" attitude  
• Fluency in English (any additional language greatly welcomed)  

Preferred Experience 

• 3+ years' experience in customer service or related role.
• 1+ years' experience managing a team of 5+ individuals preferred.
• Proven experience in a Training and/or Quality Assurance role within a global customer service environment preferred.
  

Position Type and Expected Hours of Work: 

• Full-Time position 
• Must be flexible with working hours and weekends 
• Must be available and willing to work a hybrid schedule (3 mandatory days in office) 

What we offer
At viagogo, we are proud of our multicultural and vibrant culture, innovative offices, and the newest technologies used. You can be a part of this exciting environment and show your talents. Once part of the team, you will have access to our wide benefits package:

• Competitive starting salary
• Health package
• Continuous training & support
• Career progression
• Employee Engagement initiatives
• Casual dress code
• Free parking

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