SolarWinds is a unique business in the IT management space, and one of the ways in which we are unique is our relationship with IT users (system administrators, network admins and engineers etc). We believe that the IT pros who use our products everyday – at companies like Expedia, Petsmart, Dish Network, Marriott and virtually every civilian agency and department of the Federal government – should be excited about them. We strive every day to ensure that we capitalize on those relationships and ensure that our customers stay our customers.
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 and calls 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.
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 agents 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 opinion,
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
Previous experience of working in a Technical Support role required
Previous experience of quality and compliance monitoring in a Technical Support environment essential
Attention to detail coupled with a real passion for delivering exemplary customer care
Strong time management ability, and ability to prioritize your workload
Strong technical skills
Strong communication skills, both written and verbal
Well-developed interpersonal skills
Ability to manage multiple ongoing projects and day-to-day activities
Must be able to work in a fast-paced, dynamic environment, under pressure, and with a high degree of professionalism delivering high quality results on time.
Must be comfortable in an environment of changing technologies and processes, and ability to adapt to new ways of working.
Flexible working hours to work with teams in multiple Geographic locations
Ability to work on own initiative and effectively in a team environment