Customer Operations Quality Specialist

Overview At SolarWinds, we’re a people-first company. Our purpose is to enrich the lives of the people we serve—including our employees, customers, shareholders, Partners, and communities. Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions. The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic. We’re looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others. We hire based on attitude, competency, and commitment. Solarians are ready to advance our world-class solutions in a fast-paced environment and accept the challenge to lead with purpose. If you’re looking to build your career with an exceptional team, you’ve come to the right place. Join SolarWinds and grow with us! 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, 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 a working environment, especially 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