Quality Assurance and Support Specialist
1 week ago
We are seeking a highly skilled Quality Assurance and Support Specialist to join our team at TN Norway. As an SQA, you will play a pivotal role in ensuring the highest quality of customer support, driving process improvements, and delivering exceptional results.
Key Responsibilities- Quality Assurance
- Identify trends and analyze data to inform Enablement and Documentation strategies;
- Grade cases (chats, emails, phone calls) and provide feedback to EBCS Support employees;
- Maintain and update grading rubrics to align with changing business needs;
- Lead regular calibration sessions to ensure grading cohesion and identify areas for improvement;
- Develop and maintain reports based on grades, CSAT, and other goals.
- Customer Support
- Provide technical assistance and product guidance via live chat, email, and phone;
- Investigate technical issues and log cases with accurate information;
- Collaborate with Technical Teams, SOPX, and Leadership to report support issues and drive business forward;
- Evaluate and address customer concerns and sentiment;
- Deliver actionable feedback to internal teams to inform product development.
- Demonstrated experience in handling support requests across multiple channels;
- Data-driven mindset with ability to create and analyze reports;
- Proven track record of achieving KPIs and demonstrating impactful behaviors;
- Strong communication and problem-solving skills;
- Familiarity with Autodesk products and procedures.
As a Quality Assurance and Support Specialist, you can expect a competitive compensation package, including a comprehensive benefits program and opportunities for professional growth and development.
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