Quality Lead

Job Requisition ID #
- 24WD75727

Position overview

The Global Quality Lead is a driving force behind an exceptional customer support experience. This new GCO role focuses on continuous improvement to deliver excellent customer experiences while ensuring compliance with GCO quality standards on all contact modalities across our global teams. The lead position oversees all quality activities in daily operations for Client Services globally, reporting to Ramona Biehn, Sr. Manager, Client Services.

**Responsibilities**:

- Lead daily operations for GCO’s Quality program (CSCI - Client Services Customer Insights) and liaise with our Tier 1 Quality team to ensure effective Quality Assurance activity globally.
- Oversee Quality audit and calibration process across GCO Teams and vendor to ensure consistency in Quality audit scoring.
- Provide guidance and mentorship to all Quality reviewers, enabling their success.
- Prepare and analyze internal and external quality reports and prepare program performance reviews to leadership.
- Assist with daily, weekly, and monthly quality audits and escalations as needed.
- Uncover people, process, or technology issues through active quality assurance. Proactively offer recommendations to maximize efficiency and effectiveness of the department.
- Assist in targeted quality assurance efforts for key support initiatives to ensure agent preparedness and training effectiveness.
- Ensure a smooth transition from training to production for GCO new hires, with accelerated quality review support, and attention.
- Maintain insight and strong understanding of the agent and customer experience.
- Collaborate with product management and support vendor review and selection process of external quality software vendor to ensure 100% automated quality audits in all modalities and supported languages.

Success Criteria
- Ensure GCO Quality productivity goals are met, such as completion of quality reviews by contact modality, and through calibration sessions.
- Ensure Tier 1 vendor is meeting Quality KPI’s through active partnership and mentoring.
- Enable GCO teams to meet or exceed Partner and Customer CSAT goals through active quality assurance.
- Demonstrated consistency in identifying areas of improvement to teams with proposed solutions, to improve overall Operations.
- Reduction in DSAT related support due to effective output from Quality activities.

Minimum Qualifications
- Minimum of two years in GCO support role.
- Client Services Skilled Level certified and /or demonstrated CSCI auditor experience.
- Some data mining experience
- Excel, PowerPoint, SharePoint, PowerBI skills
- Hands-on experience in quality assurance.
- Strong interpersonal skills - ability to provide constructive feedback when necessary.
- Experience with data visualization abilities and telling the story behind the data.
- Is analytical, with critical thinking skills with emphasis on root-cause analysis.
- Is comfortable with decision making.
- Has sound judgement and can convey why they take a specific stance.
- Is comfortable giving feedback and has solid coaching skills.

Learn More

About Autodesk

Welcome to Autodesk Amazing things are created every day with our software - from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.

We take great pride in our culture here at Autodesk - our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.

When you’re an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us

Salary transparency

Diversity & Belonging

We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here:
Are you an existing contractor or consultant with Autodesk?