Quality Assurance Analyst, MICO26 - Olympic & Paralympic Games

Who We Are:

On Location is a premium experience provider, offering world class hospitality, ticketing, curated guest experiences, live event production, and travel management across sports, entertainment, and fashion. From unrivaled access for corporate clients to guests looking for fully immersive experiences at marquee events, On Location is the premier and official service provider to over 150 iconic rights holders, such as the IOC (Paris 2024, Milano Cortina 2026, LA 2028), NFL, NCAA, UFC and PGA of America, and numerous musical artists and festivals. The company also owns and operates a number of unique and exclusive experiences, transforming the most dynamic live events into a lifetime of memories. On Location is a subsidiary of Endeavor, a global sports and entertainment company.

Endeavor is a global sports and entertainment company, home to many of the world’s most dynamic and engaging storytellers, brands, live events, and experiences. The Endeavor network specializes in talent representation through entertainment agency WME; sports operations and advisory, event management, media production and distribution, and brand licensing through IMG; live event experiences and hospitality through On Location; full-service marketing through global cultural marketing agency 160over90; and sports data and technology through IMG ARENA and OpenBet. Endeavor is also the majority owner of TKO Group Holdings (NYSE: TKO), a premium sports and entertainment company comprising UFC and WWE.

Are you driven by a passion for delivering exceptional customer experiences? As a Quality Assurance Analyst, you'll be at the forefront of ensuring our Guest Services team consistently exceeds expectations. You'll play a critical role in evaluating agent performance, providing valuable insights, and driving continuous improvement to meet our quality and satisfaction objectives. In this role, you'll collaborate closely with leadership and trainers to create a seamless and consistent experience across all communication channels, ensuring our team delivers excellence every time, especially as we support the prestigious Olympics dedicated Guest Services teams.

Key Responsibilities:

- Setting the Standard: Develop and implement quality assurance performance metrics, delivering regular reports to both leadership and agents that drive actionable improvements.

- Coaching for Success: Provide constructive feedback to agents, helping them identify areas for growth and excellence.

- Enhancing Training: Offer insights on service delivery processes, contributing to the ongoing development and training of guest services agents.

- Monitoring Performance: Conduct live and recorded quality assurance sessions for both trainees and seasoned representatives, ensuring every interaction aligns with our high standards.

- Fostering Engagement: Contribute to creating an engaging, motivating work environment where representatives are empowered to excel.

- Cultural Immersion: Help representatives embrace the spirit of the Olympics by developing quality standards and customer contact guidelines that reflect our brand’s values.

- Collaborative Assessment: Work alongside the Director and Manager to evaluate performance and ensure alignment with our service quality goals.

- Personalized Development: Partner with leadership to craft individualized development plans that leverage strengths and address areas for improvement based on performance metrics.

- Sales Support: Assess upsell and cross-sell strategies, helping representatives achieve their revenue targets while maintaining service excellence.

- Concierge Excellence: Evaluate the ability of representatives to deliver “white glove” concierge service to high-value customers, ensuring every detail is perfect.

- Peak Season Support: Step in to handle customer contacts during busy periods, ensuring service remains top-notch even in high-pressure situations.

- Tech-Savvy: Utilize monitoring systems and technology tools to track and improve performance across email and phone channels.

- Training Contribution: Assist with training initiatives as needed, sharing your expertise to elevate the entire team.

- Knowledge Management: Help maintain and update our knowledge database, ensuring accurate and accessible information for all.

- Flexibility: Be ready to work weekends and extended hours during peak seasons, showing your dedication to our customers and team.

Qualifications:

- Associate’s degree or higher preferred.

- Experience: 1-3 years in a contact center quality assurance role, preferably in hospitality, travel, or entertainment, with a focus on coaching and development.

- Languages : Speaking and writing Italian, French or Spanish is an advantage.

- Customer Service Experience: At least 2 years of frontline customer service experience.

- Organizational Skills: Strong organizational skills with a proven ability to manage multiple tasks in a fast-paced environment.

- Communication Excellence: Exceptional interpersonal skills with a collaborative style, and the ability to communicate effectively with agents and leadership.

- Writing Proficiency: Ability to write clearly, concisely, and persuasively across various formats, with a strong command of grammar and attention to detail.

- Proven Quality Assurance Record: demonstrated success in quality assurance within a contact center environment.

- Self-Development: A commitment to continuous personal and professional growth, always striving for excellence.

Preferred Skills and Experience:

- Relevant Education: An associate’s degree in hospitality, sports management, business, or a related field.

- Industry Knowledge: Familiarity with event operations, travel, and hospitality.

- Customer Empathy: A deep understanding of and sensitivity to customer needs.

Endeavor unites and brings people together in our love of sport, culture, and entertainment. We understand this can only be accomplished when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture, we strive to reflect the world’s diverse voices.  

Endeavor is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, or religion or belief.