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Quality Manager

United States - Remote
About Us:
Live experiences help people cross today’s digital divide and focus on what truly connects us – the here, the now, this once-in-a-lifetime moment that’s bringing us together. To fulfill Gametime’s mission of uniting the world through shared experiences, we make it easy for people to discover and access the live experiences that matter most.
 
With platforms on iOS, Android, mobile web and desktop supporting more than 60,000 events across the US and Canada, we are reimagining the event ticket industry in order to move at the speed of life.

Job Summary:

As the Quality Manager, you will provide oversight and direction for the quality function, managing a team of Quality Leads that provide feedback, track KPIs, and analyze performance and process improvements. Using a data-based approach, you will establish standards governing customer interactions, implement monitoring programs, and take responsibility for improving them. 

Key Responsibilities:

  • Ownership of systems, tools and processes for maintaining, monitoring and improving quality standards 
  • Manage and develop a team of quality leads
  • Perform weekly qualitative and quantitative analysis of QA performance
  • Collaborate with the leadership team to set quality priorities and benchmarks
  • Create standards in accordance with customer expectations 
  • Tracking and analyzing the impact of the quality program on key business KPIs
  • Running root-cause analysis to identify knowledge gaps 
  • Oversee regular calibration meetings with key stakeholders

Key Competencies:

Technical Skills:

  • Experience using QA software (MaestroQA a plus)
  • Experience conducting business process reviews, recommending enhancements, implementing solutions and delivering results in a fast-paced environment
  • Effective written, oral communication, and presentation skills are necessary



Interpersonal Skills:

  • Ability to collaborate effectively across teams and communicate with key stakeholders.
  • Strong conflict resolution and negotiation skills, with the ability to navigate differing viewpoints and drive consensus
  • Skilled in giving and receiving feedback constructively, especially in performance and coaching contexts
  • Strong leadership presence with the ability to inspire, motivate, and develop team members
  • Empathetic communicator who builds trust and fosters psychological safety
  • Comfortable facilitating discussions in large and small group settings, including calibration sessions and stakeholder reviews
  • Proven ability to manage up, laterally, and down to align on priorities and quality standards

Problem-Solving and Decision-Making:

  • Demonstrates strong critical thinking and decision-making abilities, especially under pressure.
  • Proactive in identifying challenges and implementing solutions.

Minimum Qualifications:

  • Education: BA/BS, or equivalent experience required
  • Experience: 3+ years of experience in a quality role in a contact center environment 
  • Other Requirements: 2+ year of direct management experience preferred 

Performance Metrics:

  • Increase grading capacity by 50% within 90 days
  • Implement AI tooling within 90 days

 

What We can Offer:

  • Flexible PTO
  • Competitive salary & equity package
  • Monthly Gametime credits for any event ($1,200/yr)
  • Medical, dental, & vision insurance
  • Life insurance and disability benefits
  • Diverse Family-forming benefits through Carrot Fertility
  • 401k, HSA, pre-tax savings programs
  • Company off-sites and meet-ups
  • Wellness programs
  • Tenure recognition

At Gametime pay ranges are subject to change and assigned to a job based on specific market median of similar jobs according to 3rd party salary benchmark surveys. Individual pay within that range can vary for several reasons including skills/capabilities, experience, and available budget.

United States - Pay Range

$79,654 - $93,711 USD

Gametime is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, sex, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.

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