Quality Service Administrator

Overview

We are authentic, professional providers of fun, focused on building a Great Place To Work For All by staying true to our mission: "Life's a Party, We're Makin' It Fun!" and "So Much Fun It's Scary!"

At Spencer's and Spirit Halloween, we do the right thing always-integrity, fairness, respect, and transparency are our foundation. You will find our culture to be inclusive, passionate, resilient, and one that values differences and embraces all.

One Team / One Goal

We are leaders and owners of our business success. Whether it's developing new and exclusive costumes, quality testing products, or implementing technology solutions, our teams understand the value of working collaboratively to embrace change through innovation, curiosity, and thoughtfulness.

We offer a comprehensive benefits package that includes:

• Flexible work environment
• Career advancement
• Competitive base salary
• Bonus opportunity
• Vacation, Personal, Sick and Holiday pay
• Medical, Dental, Vision, Disability, Life and AD&D insurance
• 401k with a company match
• 30% merchandise discount

Responsibilities

As part of our Guest Services team, this position will play a critical role conducting service observations to ensure quality customer experiences are delivered by our associates. This role will be responsible for providing coaching & feedback to associates, as well as analyzing information to build recommendations to enhance the customer experience.

• Creation and maintenance of effective and comprehensive training program to include testing and benchmarking for ongoing evaluation of the training program and reference materials
• Schedule and conduct training sessions on various call center topics to prepare and support new employees
• Maintain and develop internal support and call center quality standards
• Review a subset of support agents' conversations via emails, live chat, phones and social
• Provide feedback and reports to team members on audit results
• Analyze information to build recommendations to reduce errors and improve process performance
• Partner with managers of the business units to ensure training efforts are contributing to the metrics and goals being met/exceeded
• Uses training assessments, surveys, and other tools to evaluate training gaps. Once gaps are identified, makes necessary changes in programs to enhance the learning experience and achieve the desired results
• Liaise with team leaders and managers to conduct on-the-job coaching and provides one-on-one coaching sessions
• Embraces change, leads by example, maintains a positive work environment and ongoing learning culture

Qualifications

• High school diploma or general education degree (GED); or one to 3-5 years related experience and/or training; or equivalent combination of education and experience
• Proficient in Microsoft Suite to include Word, Excel, and Outlook
• Excellent customer service, listening, and communication skills
• Strong analytical, organizational, and time management skills
• Experience coaching and delivering effective, supportive performance feedback
• Comfort working in a fast-paced, team environment
• Ability to set and adjust priorities as needed

The pay range reflects the potential base salary range for this role. Individual base pay is determined by various factors such as relevant experience and skills, and the scope and responsibilities of the position.

Pay Range