Under the direction of the Director of Support Operations, Quality and Training Manager is responsible for managing Acronis Quality framework and Support Training function to provide Customer Service and Technical Support to Acronis Customers. This position will require to liaison with Service Delivery, Engineering, Product Management and other necessary organizations as needed internally to manage and drive all Quality and Training related actions/tasks within Customer support organization.
Be responsible for Global Support Quality and Training function.
Ensure continuous improvement in Quality of Service provided to Acronis Customers, resulting in high Customer Satisfaction and Customer retention.
Ensure timely creation of Support training materials on new products, services, customer service skills and other launches.
Identify opportunities for improvement in the current Newhire Training plan and Mentoring programs.
Be responsible for timely preparation of Support training and certification for external Partners and Service providers.
Identify training needs and improvement needs in processes, procedures & utilization; successfully plan, execute and implement process improvement projects.
Business reporting and analysis against key success metrics and quality measures
Mentoring and developing skills of Quality and Training team members
5+ years of experience in a customer service environment
2+ years of successful management experience in leading Customer Service Delivery/Support Operations/Support Quality and Training Teams
Experienced in Transaction monitoring techniques (phone/ email/ chat) and analysis.
Experience in self-preparation and conducting of training events (seminars, trainings, etc.)
Knowledge and understanding of call-center standards (COPC, ISO Customer Contact Center certification), ITIL, SixSigma
Ability to gather and analyze data and make recommendations to drive continuous improvement in the organization across businesses, ability to manage projects
English – upper-intermediate (both verbal and written)
Desired – experience in providing technical support and solid troubleshooting skills (understanding of OS structure and configuration skills, understanding of system logs and experience with troubleshooting/monitoring utilities)
Salary and schedule: interview defined
The employee will be provided with a standard compensational package‚ which includes:
100% legal salary
Prestigious medical insurance
Free business lunches
Partial Fitness programs compensation
Free educational programs and courses within the company
Team building events
Other projected compensation equivalents during contractual time.