Global Support Quality Manager

Global Support Quality Manager

The Global Support Quality Manager plays a key role in strengthening customer experience and operational excellence across Tier 1 3 Support. This role is responsible for auditing support cases, calls, and meeting interactions to assess quality, communication effectiveness, and adherence to processes. Beyond evaluation, the Lead provides coaching and actionable insights to help teams improve customer communication, efficiency, and empathy. By analyzing trends and patterns in audit results, this role partners with Support Leadership, Enablement, and Learning and Development teams to drive continuous improvement, reduce rework, and enhance customer satisfaction.

Champion the 3Rs of Quality:

• Repeatability Ensure individual audit consistency through calibration and periodic self-validation.

• Reproducibility Facilitate alignment across multiple Support Managers through calibration exercises and variance analysis.

• Reliability Maintain the integrity of the QA framework and metrics over time, ensuring trend data is dependable for decision-making.

With a global scope, the Global Support Quality Manager must tailor coaching approaches to different audiences while maintaining consistency in content and outcomes. The role also involves evaluating coaching effectiveness and continuously improving coaching and content based on feedback, performance trends, and process changes. This position is pivotal to driving a culture of high-quality standard enterprise Support and ensuring our support teams are fully prepared to meet customer expectations as we scale.

Given that our support organization operates 24/7, this position demands a flexible approach to scheduling. You will be expected to participate in shift rotations, along with weekend shifts and potential on-call coverage as required. These elements are vital to providing continuous support to our global customer base. Your willingness to adapt to these scheduling requirements is crucial for the role.

Role and key deliverables:

1. Case Audit:

• Conduct regular audits of support cases, calls, and escalations to evaluate technical accuracy, process compliance, and customer communication quality

2. Coaching:

• Deliver individual and team coaching sessions to improve case handling skills and promote consistent quality across auditors.

3. Training gaps:

• Identify training gaps and systemic issues, collaborating with Enablement and L&D teams to close skill or process gaps.

4. Quality Dashboard:

• Prepare and present quality insights dashboards highlighting trends, root causes, and improvement opportunities.

5. Collaboration with Support Managers:

• Collaborate with Support Managers and SMEs to ensure calibration and alignment on quality standards across tiers and regions.

6. Collaboration with Learning and Development:

• Partner with Support Enablement and L&D to translate audit findings into targeted training and development plans.

7. Transparency:

• Continuously refine QA rubrics, scoring criteria, and evaluation methods to improve fairness, transparency, and impact.

8. Shift Flexibility and flexibility:

• Support a global audience by delivering training during EMEA and AMS-friendly hours as needed.

• Participate in shift rotations, weekend shifts, and on-call coverage to provide uninterrupted global support.

• Fulfill additional responsibilities as needed to support organizational goals and priorities, ensuring alignment with the overall mission of delivering high-quality support.

Education:

A Bachelor s Degree in Information Technology, Computer Science, or a related field. Equivalent experience will be considered.

Ideal Candidate:

• 4+ years in Technical or Customer Support, including experience with quality auditing or coaching.

• Strong analytical and communication skills with an ability to interpret trends and coach effectively.

• Familiarity with QA frameworks and the 3Rs of Quality (Repeatability, Reproducibility, Reliability).

• Experience with JIRA, CRM tools, and data visualization platforms (Looker Studio, Power BI, or Google Sheets).

• Exposure to Quality Management, Six Sigma, or Continuous Improvement principles is a plus.

Preferred Traits:

• Attention to Details

• Ability to articulate and factually / diplomatically present findings.

• Good Written Communication

• Culturally aware and inclusive in a global work environment

• Strong soft skills, business communication skills, and the ability to coach and develop these skills in others.

• Embraces new learning technologies, tools, and approaches (including AI-driven learning solutions)

Soft Skills:

• Strong Passion for Quality, Soft Skills, and Business Communication.

• Exceptional communication skills, with the ability to explain concepts in a simple manner.

• Customer-focused mindset with a commitment to delivering high-quality service.