Quality Assurance Manager

The Company:
Ticketmaster is the world's leading ticketing company, providing ticket sales and distribution through www.ticketmaster.com, one of the largest e-commerce sites on the Internet; approximately 6,500 retail Ticket Center outlets; 19 worldwide telephone call centers; and a broad online and offline marketing network. Celebrating its 30th anniversary in 2006, Ticketmaster serves more than 9,000 clients worldwide across multiple event categories, providing exclusive ticketing services for hundreds of leading arenas, stadiums, performing arts venues, museums, and theaters, and sold 119 million tickets valued at $6 billion in 2005. Ticketmaster is headquartered in West Hollywood, California and is an operating business of IAC/InterActiveCorp (NASDAQ: IACI).

Role:

•Hire and serve as the direct report to all local QA Specialists.
•Perform meaningful annual performance reviews for all QA Specialists.
•Train and certify all local evaluators per QA policy.
•Utilize QA Specialists and other available resources to ensure ongoing calibration for all projects and evaluators. Ensure the constant review of completed monitoring forms and ongoing feedback to all evaluators regarding the quality of their QA work.
•Ensure that a formal evaluator review process remains in effect (monitor the monitor).
•Maintain all local users, access, members, filters, reports and keywords on etalk Advisor.
•Set monitoring and quality goals for each project and communicate goals to QA Specialists and evaluators. Inspire and lead all QA evaluators to achieve and exceed monthly activity goals. Communicate the benefits of an effective QA program.
•Compile statistics to document all quality assurance activity and results. Provide meaningful feedback to Project Managers regarding quality assurance activity and results per project. Produce, analyze and distribute QA reports on a local and national level.
•Approve and initiate test call programs on problem events or sensitive client concerns. Set goals for QA test callers and report all results to call center leadership.
•Assist HR with corrective action regarding agent performance.
•Partner with Center Leadership Team to stay informed of changes in policies, procedures and processes. Communicate and implement changes to the QA process in a timely manner.
•Participate in local call center meetings and national conference calls as assigned.
•Assist and support the national QA effort, striving for national calibration and consistency. Work closely with QA leadership in other Ticketmaster contact centers to achieve national goals.
REQUIREMENTS
Qualifications:

•Strong communication and organization skills, detail-oriented and self-motivated.
•Two years contact center leadership experience, especially a demonstrated ability to document and communicate employee performance evaluations in a positive and effective manner. Able to handle escalated employee concerns and discipline scenarios.
•Knowledge of Microsoft Word, Excel, PowerPoint and Outlook.
•E-talk Advisor experience preferred.
•Ability to work in a fast-paced environment with frequent deadlines.
•Ability to maintain good working relationships with co-workers, clients, customers, and management.
•Ability to work a flexible schedule, including evenings and weekends as necessary holidays.



Competitive compensation and benefits package offered. Qualified applicants should apply online through the IAC/InterActiveCorp career site on the following link: Ticketmaster Careers or visit http://jobsearch.iac-careers.com/


Ticketmaster is committed to creating a diverse work environment and proud to be an equal opportunity employer. Due to the high volume of responses, we will only respond to those candidates that most closely match our requirements.

Thank you for your interest in Ticketmaster, an operating business of IAC/ InterActiveCorp (NASDAQ: IACI). To learn more about other Ticketmaster visit: http://www.ticketmaster.com/careers/.