Quality Auditor (night shift)SolarWinds

Overview
SolarWinds is currently hiring a Quality Auditor for our Philippines office.
The Quality Auditor will join the Quality of Service Delivery (QSD) Team, and be responsible for assessing cases, calls and articles for the global Technical Support Team. You will work closely with the global Support Management team, supporting their initiatives, and providing suggestions and guidance based on your results to ensure they can provide effective coaching and feedback, in order to continuously improve the quality of service of the global support team. You will work closely with the Quality of Service Delivery Manager and team to improve and adapt quality standards to reduce Customer Effort, and continuously improve our Quality of Service. The ideal candidate for this position would have previous experience of quality assessments in a Technical Support environment.
SolarWinds is a fast-paced, friendly environment with great scope for growth.
Responsibilities
Carry out regular quality checks in line with the agreed standards and checklists and provide feedback in the agreed format
Use technical expertise to highlight technical areas for improvement
Monitor technical support performance ensuring that they meet the required quality standards, providing support and guidance where weaknesses are identified
Ensure that quality assurance results are used to provide effective, documented coaching & feedback
Suggest improvements, with an emphasis on reducing Customer Effort
Responsible for first line monitoring and that it is fully compliant with support processes and standards
Suggest solutions to management
Create and provide reports for Support Management, and offer opinions
Work closely with the Quality of Service Delivery Manager to ensure quality standards are maintained and improved
Accustomed to working under pressure, achieving targets set, prioritizing workload to achieve tight deadlines and displaying a proven track record in delivering results
Understand the Customer Support Organization processes, systems, capabilities and limitations
Qualifications
3-5 years of quality and compliance monitoring in a Technical Support environment
Must have at least 2 years of Technical Support role
Keen attention to detail coupled with a real passion for delivering exemplary customer care
Must have strong time management skills, workload prioritization, technical skills, and interpersonal skills
Has good command of the English language for both oral and verbal communications
Ability to
manage multiple ongoing projects and day-to-day activities
work in a fast-paced, dynamic environment, under pressure, and with a high degree of professionalism delivering high quality results on time
adapt to new ways of working environment specially with the changing technologies and processes
work as an individual contributor and in a team
Flexible in work schedule to be able to collaborate with teams in multiple geographic locations
SolarWinds

Fort Bonifacio, Makati City, Metro Manila
Permanent
Full-time