Quality Assurance Analyst

TKO•Raleigh, NC

About The Position

On Location is a global leader in premium experiential hospitality, offering ticketing, curated guest experiences, live event production and travel management across sports, entertainment, fashion and culture. On Location provides unrivaled access for corporate clients and fans looking for official, immersive experiences at marquee events, including the Olympic and Paralympic Games, FIFA World Cup 2026, Super Bowl, NCAA Final Four, and more. An official partner and/or service provider to over 150 iconic rights holders, such as the IOC (the Milano Cortina 2026 and Los Angeles 2028 Olympic Games), FIFA, NFL, NCAA, UFC, WWE, and PGA of America, the company also owns and operates a number of its own unique experiences. On Location is a subsidiary of TKO Group Holdings, Inc. (NYSE: TKO), a premium sports and entertainment company. TKO Group Holdings, Inc. (NYSE: TKO) is a premium sports and entertainment company. TKO owns iconic properties including UFC, the world’s premier mixed martial arts organization; WWE, the global leader in sports entertainment; and PBR, the world’s premier bull riding organization. Together, these properties reach 1 billion households across 210 countries and territories and organize more than 500 live events year-round, attracting more than three million fans. TKO also services and partners with major sports rights holders through IMG, an industry-leading global sports marketing agency; and On Location, a global leader in premium experiential hospitality. Quality Assurance Analyst Support agents in the delivery of a great experience for On Location customers by consistently evaluating agents’ behaviors and skills. Develop and deliver contact performance assessments to achieve our specified quality and satisfaction objectives. Provide ongoing calibration of performance aligned to the desired experience and expectations of agents. Work in collaboration with Sr. Director and Trainer/Coach to create a consistent delivery of the Guest Services experience across all channels of communication with customers (email, chat, phone, text), coaching, contact monitoring, performance assessment, and service quality guidance to the team. Bring a mix of sales and service background with an emphasis on delivering exceptional customer experience.

Requirements

Bachelor’s Degree.
Minimum 1-3 years’ experience in a contact center quality assurance role.
Preferably in the hospitality, travel, or entertainment industries with particular emphasis on ongoing coaching and development.
Minimum 2 years previous customer service frontline experience.
Strong organizational skills.
Exceptional interpersonal skills – a collaborative style and ability to communicate effectively with agents and leadership.
Excellent Writing Skills: Demonstrated ability to write clearly, concisely, and persuasively across various formats, including emails, reports, presentations, and other documents.
Strong Command of Grammar: Thorough understanding of grammar, punctuation, and spelling, with an ability to self-edit and produce error-free content.
Attention to Detail: Meticulous attention to detail in all written communications, ensuring accuracy, consistency, and professionalism.
Ability to multi-task within a high-pressure environment.
A proven record of accomplishment in quality assurance in a contact center environment.
Continually strive for self-development and discovering better means of accomplishing both personal and professional goals.

Nice To Haves

Associates degree in Hospitality, Sports Management, Business, or a related field considered.
Knowledge of Event Operations and Travel & Hospitality
Must be empathic to customers’ needs

Responsibilities

Creates, develops, and implements quality assurance performance metrics and evaluation materials and regular reporting to leadership and agents.
Works with agents to share evaluations and identify potential areas of improvement.
Provide feedback on service delivery processes to enhance the ongoing training of guest services agents.
Conducts quality assurance monitoring sessions (live and recorded) for trainees and existing representatives.
Contribute to an engaging and motivating work environment to help representatives excel in the performance of their responsibilities.
Assist in immersing representatives in the culture of the Olympics through development of quality standards and customer contact guidelines.
Collaborates with Director and Manager to assess representative performance and align to achievement of service quality targets.
Works with leadership and agents to create development plans to address areas of strengths and improvements as determined by identified performance metrics.
Assesses upsell and cross-sell motions to assist representatives in achieving revenue targets.
Evaluate representatives’ ability to deliver “white glove” concierge service to high-value customers as part of a team of dedicated representatives.
Assist in handling customer contacts during peak seasons.
Utilize tools and technology including monitoring systems for both email and phone.
Assist with training, as needed.
Assist with creating content for and maintaining the knowledge database.
Other general administrative duties (e.g., order processing, data entry, etc.), as assigned.
Be able to work some weekends, and extended hours during seasonal busy periods