Help shape the next generation of ecommerce for the next generation of consumer.
About the role
The CS Quality Specialist will be primarily responsible for completing quality checks on a weekly basis for the team and collaborating with customer service leadership in coaching efforts. S/he must be able to work independently, maintain objectivity, communicate effectively, and manage deadlines. The CS Quality Specialist should be able to effectively gather trends and be able to use that data to contribute to process or personnel improvement projects. All tasks should be completed with the goal of improving the customer experience with the CS group and StockX as a whole.
What you will do
Perform quality checks for all team members (approximately 80-120 per week)
Collaborate with Sr Quality Assurance Specialists to aid in coaching initiatives
Calibrate with StockX and Partner leadership to drive consistent grading and coaching practices
Support the deployment of new policies and standards through validation during quality checks and communication channels to those that originated the updates
Provide daily, weekly, and monthly quality metrics, identifying operational process improvement needs and personnel improvement needs
Identify opportunities to continue to improve the quality of customer service operations
Minimum of 2 years of direct experience in quality, auditing, analytics, and/or other related positions, preferably in a customer service environment
Fluent English and Spanish communication, both written and verbal
Knowledge and understanding of customer services processes and policies
Strong analytical and problem-solving skills
Strong organization with excellent time management skills
Advanced in Excel with pivot table skills
Strategic ability to use observations and data to predict business needs and problems
Our global platform offers unprecedented access to current culture while our data-driven, bid-ask model provides buyers with the real-time visibility to know they’re getting a fair price. And, unlike other ecommerce sites, StockX hand-checks every purchase (20,000+ daily trades) at one of our regional authentication centers.
StockX’s special formula has rocketed the company to a multibillion dollar valuation, with 10M+ lifetime trades on the platform—more than half of those coming in the last year. And we’re just getting started.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. StockX reserves the right to amend this job description at any time.