QA Manager

Company Overview
Fanatics is the ultimate one-stop sports fan destination that ignites and harnesses the passion of fans and maximizes the presence and reach for preeminent sports partners globally. Leveraging long-standing, often exclusive relationships with more than 900 sports properties, a database of more than 90 million consumers worldwide and a trusted brand name, Fanatics is furthering its innovation across the sports landscape by building the leading global digital sports platform, complete with offerings including e-commerce and licensed merchandise, physical and digital trading cards and collectibles, and online sports betting and iGaming.
 
The Fanatics family of companies currently includes Fanatics Commerce, a vertically-integrated licensed merchandise business that has changed the way fans purchase their favorite team apparel, jerseys, headwear and hardgoods through a tech-infused approach to making and quickly distributing fan gear in today’s 24/7 mobile-first economy; Fanatics Collectibles, a transformative company that is building a new model for the hobby and giving collectors an end-to-end physical and digital collectibles experience; and Fanatics Betting & Gaming, a mobile betting, gaming and retail sportsbook platform.
 
As a market leader with more than 10,000 employees, and hundreds of partners, suppliers, and vendors worldwide, we take responsibility for driving toward more ethical and sustainable practices. We are committed to building an inclusive Fanatics community, reflecting and representing society at every level of the business, including our employees, vendors, partners and fans. Fanatics is also dedicated to making a positive impact in the communities where we all live, work, and play through strategic philanthropic initiatives.
 
At Fanatics, we’re a diverse, passionate group of employees aiming to ignite pride and passion in the fans we outfit, celebrate and support.  We recognize that diversity helps drive and foster innovation, and through our IDEA program (inclusion, diversity, equality and advocacy) at Fanatics we provide employees with tools and resources to feel connected and engaged in who they are and what they do to support the ultimate fan experience.   




Responsibilities

 
Develop and maintain a quality performance framework for a multi-channel, remote-based contact center operation providing support to trading card collectors.
 
Hire and oversee a team of contact center quality assurance representatives who perform quality monitoring to ensure consistent customer experience and process compliance.
 
Assist CS Managers in monitoring operations to ensure adherence to service level standards and company/department policies and procedures.
 
Resolves issues and contributes to business unit/area development.
 
Responsible for leading process improvement initiatives within the contact center and driving significant process change within the organization.
 
Performs regular and ad-hoc deep dives into customer sentiment and provides reports on contact trends and issues.
 
Manages personnel activities of staff, i.e., hire, train, reward, motivate, discipline, terminate, performance reviews, and pay discussions.
 
Provides coaching and mentoring to contact center quality assurance representatives and CS associates.
 
Consult with CS managers, supervisors and team leads regarding quality monitoring trends, reports, and recommendations.
 
Evaluates and assesses new projects based upon size, complexity, and time frame.
 
Leads and provides direction around department process improvement initiatives.
 
Serves as escalation point for issues beyond team authority.
 
Other related duties assigned as needed


Requirements

 
Associate or bachelor’s degree or the equivalent combination of education, training, or work experience is required.
 
Minimum of 5-7 years of experience managing quality and/or operations in a contact center environment.
 
In-depth experience with developing quality management frameworks, quality evaluation forms and contact trend analysis.
 
Knowledge of trading cards, sports collectables and memorabilia is strongly preferred, but not required. 


General Knowledge, Skills & Abilities

 
Ability to work in an ambiguous environment with little supervision.
 
Ability to work both independently and in a team environment.
 
A knowledge of the Topps and Fanatics Collectibles products is preferred.
 
Excellent customer service skills that build high levels of customer satisfaction.
 
Excellent verbal and written communication skills.
 
Must be detail-oriented and customer-driven, focusing on providing the highest quality products and services to Fanatics Collectibles internal and external customers.
 
Ability to lead and manage teams effectively.
 
Working knowledge of contact center management practices and tools, e.g., scheduling software, quality monitoring and reporting software (i.e., Genesys, AWS Connect, Salesforce, Tableau, etc.)
 
Demonstrated problem-solving and decision-making skills.
 
Demonstrated analytic and root cause analysis skills for process improvement initiatives.
 
Demonstrates effective people skills and sensitivities when dealing with others.
 
General skill in the use of MS Office and other standard software applications required to perform the job duties.



$85,000 - $110,000 a year
Ensure your Fanatics job offer is legitimate and don’t fall victim to fraud.  Fanatics never seeks payment from job applicants. Feel free to ask your recruiter for a phone call or other type of communication for interview, and ensure your communication is coming from a Fanatics or Fanatics Brand email address.  For added security, where possible, apply through our company website at www.fanaticsinc.com/careers

Tryouts are open at Fanatics! Our team is passionate, talented, unified, and charged with creating the fan experience of tomorrow. The ball is in your court now.

Fanatics is committed to responsible planning and purchasing (RPP) practices, working with its business partners across its global and multi-layered supply chain, to ensure that planning, sourcing, and purchasing decisions, along with other supporting processes, do not impede or conflict with the fulfillment of Fanatics’ fair labor practices.

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