With a mission to build the world’s leading global live TV streaming platform with the greatest breadth of premium content and interactivity, FuboTV Inc. (NYSE: FUBO) aims to transcend the industry’s current TV model. Fubo operates in the U.S., Canada, France and Spain. The company also has a growing technology center in Bangalore, India that is developing strategic product and technology features for the global Fubo platform.
We’re rapidly growing in employees, subscribers, and content offerings! Which means we need your help taking us to the next level.
Fubo is committed to excellence through diversity, which involves attracting talented people from diverse backgrounds and traditions. We encourage everyone to apply.
About the role:
*THIS IS NOT AN ENGINEERING POSITION. SOFTWARE QA/TEST ENGINEERS NEED NOT APPLY*
Fubo’s Quality Assurance Specialist is responsible for measuring the quality of the customer care representatives. This includes providing accurate, consistent, fair, and objective evaluations of customer care representatives performance. Quality Assurance Specialists will provide motivational feedback to improve the attributes that enable customer care representatives to exceed the customer experience.
Responsibilities:
- Responsible for monitoring and providing analysis on trends/patterns affecting quality in the Customer Care department
- Works alongside the training and leadership team in developing individualized remediation and performance plans
- Monitor and provide feedback regarding customer care representatives’ performance, customer interaction, process efficiency, and procedural adherence
- Perform internal and external audits for compliance purposes
- Leading weekly or biweekly quality improvement calibration with agents and leadership
- Maintain and generate detailed records on quality improvement scores for all customer care representatives and ensuring standards are met
- Periodically audit graders to help ensure evaluations across the teams are inline
- Develops and conducts targeted or group coaching sessions to address quality deficiencies
- Participates in training new team members to adhere to quality standards
- Update quality standards based on ever changing business needs to improve the overall customer service experience
- Performs evaluations and mock calls for new hires to determine readiness for moving to production
- Collaborates with leadership to identify and streamline processes and implement processes to enhance service delivery and the customer experience
- Will be a main point of contact for vendors, including their onboarding, procedural oversight, and ensuring performance goals are met
Qualifications:
- A Bachelor’s Degree from an accredited university or 2+ years of experience in a similar role
- Fluent in Spanish, both written and spoken, preferred, but not required
- Experience with subscription services is a benefit but not required
- Excellent written and verbal communication skills; must be able to speak effectively before groups of internal employees and external vendors
- Strong customer service skills, approachable and motivated with a strong work ethic and a high degree of integrity
- Tech-savvy and proficient in different web tools
- Strong analytical skills and the ability to create reports and visualize team performance
- You’re available to work irregular hours including holidays, nights, and weekends
Perks & Benefits:
- At Fubo, you will have the opportunity to personally influence what live media looks like after it goes through its next big transformation
- Fubo provides a highly competitive compensation based on experience and market standards
- Robust benefit package including Health/Dental/Vision coverage sponsored up to 100% for employees, 401k, Life Insurance, and commuter benefits
- Free Premium Fubo Account
- Health and Wellness initiatives
- Unlimited PTO days and regular company-wide activities.
- Fubo's main Headquarters are located in Midtown Manhattan, with offices in Denver, Paris, and Bangalore
- Fubo is an e-verified company
Fubo’s minimum base salary for this role is $45,000 per year; maximum base salary for this role is $57,000 per year. Additionally, this role is eligible to participate in Fubo's annual cash bonus plans, unlimited PTO, and a full range of medical benefits. Final offer amount will be at the company’s sole discretion and determined by multiple factors, including years and depth of experience and expertise, location and other business considerations.