Position Overview 

Curious? Analytical? Passionate about identifying gaps and driving service improvements? 

If you thrive on investigating support trends, analyzing quality gaps, and implementing impactful solutions, this role is for you! As a Senior Services & Support Quality Audit Analyst, you will go beyond auditing. You will collaborate with stakeholders, influence and drive quality initiatives, and enhance services & support processes and delivery to improve customer experience. 

This is your chance to be part of CTS Quality Strategy & Execution team, a high-impact, data-driven team, where your insights shape the future of technical support quality and service excellence. 

You will be responsible for evaluating services & support cases, conducting audits, identifying recurring issues, and driving continuous service improvements. By analyzing data, performing root cause assessments, and recommending corrective actions, you will play a key role in optimizing case handling, technical expertise, and operational efficiency. 

You will work closely with vendor management and external vendor teams, SMEs, and leadership to standardize QA processes, surface improvement opportunities, and influence positive change in customer support quality. 

Key Responsibilities 

 Audit & Quality Evaluation 

• Audit cases for service quality, case hygiene, process adherence, and compliance with company policies, operating procedures, and industry best practices

• Assess how effectively tools and systems are used in resolving customer issues

• Categorize audit findings, identifying recurring trends and areas for improvement

Root Cause Analysis & Continuous Improvement 

• Conduct root cause analysis of quality issues and identify key factors impacting support performance

• Surface technical skill gaps and recommend Subject Matter Expert assessments where needed

• Recommend corrective actions and collaborate with stakeholders to implement process improvements

Reporting & Stakeholder Engagement 

• Deliver audit findings and insights to Vendors & Vendor Management team, SMEs, and relevant stakeholders with the goal of driving improvements

• Facilitate regular QA standups to discuss key observations, trends, and improvement opportunities

• Support the creation of quality assurance reports and dashboards for trend analysis

QA Process Development & Enhancement 

• Participate in QA Audit Calibration process to refine and standardize QA process globally

• Advocate for best practices and quality awareness to improve service excellence  

• Contribute to the growth and maturity of the QA function within the technical support organization, ensuring continuous evolution and refinement of QA processes

Minimum Qualification

• Experience: 4+ years in quality auditing, client services & support, or business operation roles, with a total industry experience of 5-7 years

• Technical Proficiency: Hands-on experience with quality monitoring tools, reporting software, QA checklists, project management tools and audit methodologies

• Analytical Skills: Ability to conduct root cause analysis, recommend & implement corrective actions

• Systems Knowledge: Familiarity with CRM and ticketing systems (e.g., Salesforce) is preferred

• Frameworks & Best Practices: Understanding of IT service management (ITSM) frameworks such as ITIL is a plus 

• Available to work across time zones: Willingness to work across different time zones as required to support global operations

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Preferred Qualification

• Analytical Thinking: Strong attention to detail to identify trends, assess case quality, and recommend improvements. 

• Communication & Collaboration: Ability to present insights effectively and engage cross functional teams. 

• Accountability & Initiative: Independent, proactive, and solution-driven mindset. 

• Courage: Willing to engage in tough conversations, challenge the status quo and offer feedback. 

• Customer Impact: Passionate about improving technical support delivery through service excellence. 

• Growth Mindset: Committed to continuous learning, improvement, and innovation. 

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