Quality Coordinator, eCommerce Fan Services at Universal Music Group

Philadelphia, Pennsylvania, United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Music, eCommerceIndustries

Requirements

Bachelor’s degree in Business, or a related field
eCommerce or Quality Assurance experience
Customer Service experience, preferably in retail or eCommerce environment
A self-starter who is keen to identify opportunities for operational improvement and process documentation
Experience with workflow software (Microsoft Office, Google Sheets, Monday, etc)
Knowledge of Zendesk
Excellent verbal and written communication skills, with the ability to adjust as needed
Adept at working in a fast-paced environment and successfully juggle multiple projects and tasks with tight deadlines
Extremely detail-oriented and highly organized
Ability to analyze and report on trends and issues
Easily adjusts to shifting priorities
Trustworthy with sensitive information
2+ years customer service experience
Availability for weekend and off hours coverage as needed (support runs 7 days per week)

Responsibilities

Perform regular standardized quality audits of customer interaction handling by our team of 100+ customer service representatives to ensure consistent and positive service to our customers and adherence to policies and procedures
Provide feedback reports to Fan Services management on individual audit results and group trends
Participate in and/or lead weekly quality calibration exercises with vendor support management teams
Serve as a subject matter expert and team resource regarding customer service process and procedures, policies, quality concerns or issues
Support customer service training and quality projects or other assignments as needed
Engage in customer support tickets to ensure consistent knowledge of process and policy are in line with the expectations of customer support agents
Collaborate and communicate across various eCommerce teams to assist in projects as needed
Uphold the policies of the E-Commerce/Merchandising department as stated in the Universal Music Group Customer Care Help Center

Skills

Quality Auditing

Customer Interaction Analysis

Quality Metrics

Policy Compliance

Customer Service Review

Data Analysis

Universal Music Group

Global music recording, publishing, and distribution

About Universal Music Group

Universal Music Group (UMG) operates as a major player in the global music industry, engaging in recording, publishing, and distribution across over 60 countries. The company works with a wide range of clients, from famous artists like Elton John and Taylor Swift to new and independent musicians. UMG's operations include selling physical and digital music, streaming services, licensing music for various media, and organizing live performances. The company signs artists to contracts, produces their music, and manages their publishing rights, while also offering marketing and promotional services to help artists expand their reach. UMG generates revenue through multiple channels, including music sales, streaming subscriptions, licensing fees, live performances, and merchandise. This diverse approach allows UMG to maintain its leadership position in the music market by providing comprehensive support to artists and capitalizing on various revenue opportunities.

Santa Monica, CaliforniaHeadquarters

1934Year Founded

$3,890.9MTotal Funding

IPOCompany Stage

Consumer Goods, EntertainmentIndustries

10,001+Employees

Benefits

Competitive Salary

401k

Flexible PTO

Medical, dental, visiion insurance

Student Loan Repayment Assistance & Tuition Reimbursement

Well-Being Allowance

Risks

Legal battle with Drake over 'pay-for-play' could harm UMG's reputation.

Downtown Music acquisition may face regulatory scrutiny, delaying expansion plans.

AI partnership with Amazon may not fully address evolving AI content challenges.

Differentiation

UMG leads the music industry with a diverse global presence in 60+ countries.

UMG's artist-centric streaming model enhances engagement and revenue for musicians.

UMG's strategic partnerships, like with Amazon, bolster innovation and content protection.

Upsides

UMG's acquisition of Downtown Music boosts its independent music sector presence.

Partnership with KLAY Vision positions UMG as a leader in AI-driven music innovation.

Collaboration with WPP enhances UMG's marketing capabilities and global reach.

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