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Discovery

Quality Control Specialist

Discovery hires the very best and brightest talent who are enthusiastic and passionate to fulfill the company's mission of empowering people to explore their world and satisfy their curiosity.

In exchange for their talent and drive, employees are provided with an engaging, diverse workplace and the resources they need to learn, thrive and grow in their careers.

Job Summary

Discovery, Inc. is a global leader in real life entertainment, serving a passionate audience of superfans around the world with content that inspires, informs and entertains. Discovery delivers over 8,000 hours of original programming each year and has category leadership across deeply loved content genres around the world. Available in 220 countries and territories and nearly 50 languages, Discovery is a platform innovator, reaching viewers on all screens, including TV Everywhere products such as the GO portfolio of apps; direct-to-consumer streaming services such as discovery+, Food Network Kitchen and MotorTrend OnDemand; digital-first and social content from Group Nine Media; a landmark natural history and factual content partnership with the BBC; and a strategic alliance with PGA TOUR to create the international home of golf. Discovery's portfolio of premium brands includes Discovery Channel, HGTV, Food Network, TLC, Investigation Discovery, Travel Channel, MotorTrend, Animal Planet, Science Channel, and the forthcoming multi-platform JV with Chip and Joanna Gaines, Magnolia Network, as well as OWN: Oprah Winfrey Network in the U.S., Discovery Kids in Latin America, and Eurosport, the leading provider of locally relevant, premium sports and Home of the Olympic Games across Europe. For more information, please visit corporate.discovery.com and follow @DiscoveryIncTV across social platforms.

The Role

The Customer Service Quality Control Specialist is responsible for building and maintaining a balanced quality scorecard to drive global best in class customer satisfaction. In line with the Training and Quality manager's strategy, they will run in-house and external Agency coaching sessions and design training material based on quality feedback, including CSAT. The role sits within our Global Customer Care function and will require work across multiple Discovery digital brands.

Responsibilities

• Provide optimal level of customer services to all customers by coaching in-house and outsourced agents
• Ensure optimal levels of customer satisfaction and compile all feedback to analyze work of employees
• Monitor all customer issues and provide tools and methodology for the most efficient resolution of customer queries
• Design quality score card programs and maintain feedback mechanism for all field services
• Score contact quality and run calibration sessions on a regular basis

Requirements

• Minimum 5-year experience in Customer service and 3 years in a quality control position, ideally in a digital environment
• Previous experience with call centres
• Experience in International and digital environment
• Fluent in English - any additional language desired
• Excellent organisation and prioritisation skills
• Ability to address areas of underperformance with a structured plan
• Demonstrated project management skills
• Excited and motivated by change, multi-tasking and fast paced environment
• Confident of your own beliefs and expertise, and prepared to be heard in a way that positively influences others and drives improved performance Strong communication skills
• Confident with Excel, PowerPoint and GSuite
• Available for regular travelling

Discovery Communications, Inc. is an equal opportunity employer. Discovery is committed to being an employer of choice, not just a good place to work, but a great and inclusive place to work. To that end, we strive to recruit and maintain a workforce that meaningfully represents the diverse and culturally rich communities that we serve. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disabled status or, genetic information.

We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including but not limited to all local Fair Chance Ordinances.

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If you are an individual with a disability and need an accommodation during the application process, please send an email request to [email protected]

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