CS Service Quality Specialist

As a CS Service Quality Specialist at Spotify, your primary responsibilities include building and refining quality practices, advocating for quality across teams, and using data-driven insights to improve service quality. You'll be involved in influencing Operations and Support Services, creating quality scorecards, and collaborating with various teams to ensure training needs are met based on root cause analysis.

To qualify as a CS Service Quality Specialist at Spotify, you should have a Bachelor’s degree in a relevant field or equivalent experience in data collection and Quality Assurance analysis. A solid understanding of Generative AI and Automated Quality Assurance is also essential, along with proficiency in systems like Salesforce, Tableau, and JIRA. Experience leading projects and managing requirements will greatly enhance your application.

The CS Service Quality Specialist plays a vital role in enhancing the customer experience at Spotify by ensuring that BPO advisors are equipped with the tools and insights necessary to deliver high-quality support. By advocating for users and addressing issues at their root, the specialist helps create a seamless service experience that aligns with Spotify's mission of connecting creativity and users.

CS Service Quality Specialists at Spotify utilize a variety of tools such as Salesforce, Liveperson, Tableau, JIRA, and Khoros. These systems assist them in managing customer service operations, analyzing quality metrics, and collaborating effectively with cross-functional teams towards continuous improvement.

The work environment for a CS Service Quality Specialist at Spotify is flexible, allowing you to work from wherever you are most productive, whether within the United States or the EMEA region. This role supports collaboration within the EST time zone, promoting a culture of teamwork and creativity while striving to elevate service quality.

In your response, highlight any relevant experience you have with Quality Assurance, specifying examples of how you've implemented or improved QA processes in previous roles. Discuss specific metrics or improvements you achieved, showcasing your analytical abilities in assessing service quality.

When answering, focus on your organizational skills and any tools or methodologies you use to prioritize tasks. Describe a situation where you successfully managed multiple projects, providing insights into how prioritization led to successful outcomes.

Share a specific example where your actions led to improved processes or performance across different teams. Highlight how you communicated your insights and the positive impact they had on collaboration and service quality.

Discuss your proficiency with data analysis tools and how you've utilized data to drive decisions in customer service. Provide a concrete example of how data analysis led to actionable insights or improvements in your past roles.

Mention specific industry resources, forums, or training you engage with to keep your knowledge current. Emphasize the importance of continuous learning and adapting strategies to best serve customer needs and company goals.

Describe your methods for maintaining quality, such as developing training materials, conducting regular audits, or fostering a culture of feedback. Provide examples of how these strategies have improved service delivery in previous positions.

Outline a structured approach to addressing declines in service quality metrics, including data assessment, root cause analysis, and collaboration with stakeholders to devise corrective actions. Discuss any relevant experiences or outcomes.

Explain your understanding of automation in QA, including tools or processes you’ve implemented. Share how automation can streamline operations and increase efficiency while maintaining quality standards.

Provide a specific example of a challenging project related to service quality. Discuss the obstacles faced, your problem-solving strategies, and the successful outcomes achieved, highlighting your capability in overcoming difficulties.

Tailor your answer to reflect your alignment with Spotify's mission and values. Describe what excites you about enhancing service quality and how your passion for creativity and technology makes you a great fit for the role.