About the Job :
In this role, you will maintain quality control of the Support Tier 2 Team by auditing daily activities and providing relevant feedback to the team members.
You will also be responsible for identifying the team’s weak areas, and conducting appropriate training sessions. Tier 2 QA & Training Specialist reports to the Tier 2 Team Lead.
Audits team’s daily activities to highlight good quality work and identify weak areas.
Partner with the enablement team and development teams to develop content
Collaborates with the Team Lead to enable 1 on 1 sessions with reps to discuss quality, improvement areas and acquire feedback.
Maintains team culture and morale.
Documents and maintains Team’s processes, SOPs, and SLAs.
Sets up and delivers team training sessions on Product updates and identified weak areas.
Consults with Tier 1 Leads, Customer Success associates and other internal clients to obtain relevant feedback on team performance.
Evaluates findings to formulate corrective action plan and prioritizes implementation of plan based on client impact.
Functions as primary focal point on Support Tier 2 Team’s performance and quality concerns.
Professional and unbiased
1 year prior experience in Tier 1 / Tier 2 Support or any previous organization
Fluent in spoken and written English
Team player and can work under pressure
Strong documentation skills
Prior experience in Quality Assurance preferred, training background a plus
Adept at using SalesForce, Excel / Spreadsheets and similar software to prepare detailed reports
You have excellent writing skills. You're able to communicate clearly and effectively, with a good command of grammar, spelling, and syntax. (is a plus)
You are dependable. This position requires you to be at work consistently and on time, responds to management direction and solicits feedback to improve personal performance. (is a plus)
You are tech-savvy; you have a knack for learning and understanding digital applications and systems. You are a fast learner, and can clearly communicate Product updates to your team. (is a plus)
As an equal opportunity employer, we are committed to diversity in the workforce. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally recognized basis, including, but not limited to;
race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, gender identity, age (40 and over), national origin or ancestry, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status or any other status protected by federal, state or local law.