Senior Quality Assurance & Optimization Lead (Duty Manager)

As a Senior Quality Assurance and Optimization Lead at Autodesk, you will be responsible for managing technical support cases for key enterprise and business customers, ensuring high service standards, and maximizing the value of premium support offerings. Your role will involve proactive case monitoring, pipeline management, and serving as the central escalation contact for Customer Success Advisors and Customer Success Managers. Key Responsibilities: - Proactive Case Monitoring & Pipeline Management - Continuously track case pipelines to identify aging cases, idle cases, and cases requiring escalation. - Ensure efficient progression of cases to prevent delays. - Collaborate with Geo Escalation Leads (GELs) to facilitate case movement and drive resolution. - Ensuring Support Quality Assurance, Including SLA Compliance for Enterprise & Business Customers - Monitor and manage technical support cases for key accounts, ensuring resolution within SLAs. - Uphold service quality standards and provide seamless support for premium success offerings. - Single Point of Contact for Escalations & Service Quality - Prioritize and address cases promptly to meet customer expectations. - Collaborate with internal teams for efficient case resolution and service excellence. - Case Hygiene & Root Cause Analysis - Maintain high-quality case documentation and analyze case handling processes. - Investigate root causes of prolonged case idle time and unassigned cases to identify inefficiencies. - Cross-Team Collaboration for Quality Assurance & Efficiency - Collaborate with internal teams to optimize case workflows and drive continuous improvement. - Provide insights on case trends and operational gaps to enhance technical support efficiency. Qualifications Required: - Experience: 7+ years in technical support operations or related field, with 2+ years in a real-time case management role. - Technical Proficiency: Familiarity with case management systems, CRM platforms, and real-time support monitoring tools. - Analytical Skills: Strong problem-solving abilities and root cause analysis. - Escalation Management: Experience in handling high-priority customer cases under pressure. - Communication & Collaboration: Strong coordination skills and ability to influence cross-functional teams. - Attention to Detail: High accuracy in tracking case progress and ensuring case hygiene. - Flexibility: Willingness to work across shifts to support global operations 24x7. About Autodesk: Autodesk is a company that helps innovators turn their ideas into reality, transforming industries and creating a better future. With a focus on customer service excellence and continuous improvement, Autodesk values diversity, belonging, and equitable workplaces. Note: The company emphasizes a culture of belonging, equitable workplace practices, and competitive compensation packages based on experience and geographic location. Autodeskers are encouraged to be their authentic selves and contribute meaningfully to building a better future for all. If you are ready to shape the world and your future while working at Autodesk, join us in creating amazing things every day.,