Technical auditor (network security)Sophos

Sophos is a worldwide leader in next-generation cybersecurity, protecting more than 500,000 organizations and millions of consumers in more than 150 countries from today's most advanced cyberthreats. Powered by threat intelligence, AI and machine learning from SophosLabs and SophosAI, Sophos delivers a broad portfolio of advanced products and services to secure users, networks and endpoints against ransomware, malware, exploits, phishing and the wide range of other cyberattacks. Sophos provides a single integrated cloud-based management console, Sophos Central - the centerpiece of an adaptive cybersecurity ecosystem that features a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity vendors. Sophos sells its products and services through reseller partners and managed service providers (MSPs) worldwide. Sophos has major hubs around the globe. More information is available at
Role Summary
The Customer Care auditor would be responsible for conducting Technical and Soft skills Audits (calls + Email Cases) for the Customer and Partner Care Engineers working at Sophos Technical Support Centers across the Globe. Once the audit is conducted, you are responsible to pass on the feedback to the operations team in a timely manner, make sure that necessary actions are taken to bring improvement in the process.
As the quality auditor, you are responsible for maintaining reports for the audits conducted and store it in a consolidated form. You may require presenting the reports to management team at regular intervals.
You would also need to conduct training sessions about the quality assessment parameters, and other customer service related trainings whenever needed.
What You Will Do
Responsible for Technical and Soft skills audits
Do audits of email cases (CRM ticket) and calls as per the incident tracking parameters
Analyze audit data, check for compliance, customer communication and process adherence
Identify the coaching and training needs of the support agents if the agent
missed to follow the set procedure
Organize and manage regular meetings with support leads and managers to discuss low indicators and feedback to enhance agent performance
Organize and manage regular calibration sessions with support leads and managers to ensure consistent scoring
Prepare and send monthly/weekly reports
Updating and creating QA and other support process related documentations
Creating the QA training videos
What You Will Bring
Good understanding of IT Security concepts including antivirus, networking, endpoint and encryption technologies
2 years of work experience in Technical / Customer Care position out of which at least 1 year of experience working with Sophos Customer Care support
Excellent verbal and written communication skill
Presentation, Feedback & Coaching skills
Problem-solving skills (i.e., conceptual, and analytical thinking)
Highly data-driven with a dedication to following processes
Meticulous attention to detail
Critical thinking, teamwork, and conflict resolution and negotiation skills
Proactive, flexible attitude to work with a willingness to constantly review and improve skills and processes
Adaptive and keen to learn new technologies
Proficiency in MS Excel would be an added advantage
What's Great About Sophos?
· Our people - we innovate and create, all of which are accompanied by a great sense of fun and team spirit
· Employee-led diversity and inclusion networks that build community and provide education and advocacy
· Annual charity and fundraising initiatives and volunteer days for employees to support local communities
· Global employee sustainability initiatives to reduce our environmental footprint
· Global fitness and trivia competitions to keep our bodies and minds sharp
· Global wellbeing days for employees to relax and recharge
· Monthly wellbeing webinars and training to support employee health and wellbeing
Our Commitment To You
We're proud of the diverse and inclusive environment we have at Sophos, and we're committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants that can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.
Data Protection
If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos. If you would like Sophos to delete or update your details at any time, please follow the steps set out in the describing your individual rights. If you have any questions about Sophos' data protection practices, please contact .
Sophos

Makati City, Metro Manila
Permanent
Full-time