Senior Support Quality Specialist

As a Senior Support Quality Assurance Specialist, your purpose is to execute upon the Quality assurance and monitoring strategy as defined by the Quality Program Leader, to prevent poor customer experiences and enable amazing ones. Key facets of the role include optimization of quality processes, case analysis, reporting, and other initiatives to drive meaningful improvement in the overall case experience.

You are a driver and oriented to people, data and results with an eye for detail. You maintain a high sense of ownership in your work and have a demonstrated ability to influence without authority.

Impact: This role supports our strategic goals and vision on customer and employee experience.

What You Get To Do In This Role:

Spearhead quality optimization projects including process and documentation optimization, data gathering and analytics, participating in UAT, case and project monitoring

Build reports and work with large data sets to define problems, establish facts and draw conclusions that enable you to act on findings. Conduct and produce deep dive root cause case analysis studies that include both human review and data analysis.

Package and present findings to different audiences; concisely author status updates and readouts that include key focus areas and remediation plan status.

Conduct and report on case quality audits for a monthly quota of cases.

Provide guidance, standardized reporting, resources and basic support on SME or manager level quality initiatives.