Support Quality Associate, Stockton-on-Tees
Client: Autodesk
Location: Stockton-on-Tees, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Reference: 2996d5b32928
Job Views: 12
Posted: 29.04.2025
Expiry Date: 13.06.2025
Job Description
Position Overview
We are seeking an accountable, impactful, and innovative Support Quality Associate (SQA) to join our renowned Customer Support Team. Reporting to the Quality Manager, you will help define quality assurance and feedback delivery, improving our service and employee development. You will support customers daily through various channels with passion and empathy. This role can be hybrid or remote, depending on your location.
Responsibilities
* Approximately 50% of your time will be dedicated to driving Quality Assurance (QA) results using MaestroQA:
* Analyze trend data to enhance enablement and documentation, and help develop training programs
* Grade customer interactions (chat, email, phone), handle appeals, and provide feedback to support staff
* Maintain and update grading rubrics to align with business needs
* Lead calibration sessions to ensure consistent grading and identify improvement areas
* Create and maintain reports on grades, CSAT, and related metrics
* The remaining 50% of your time will support customers and internal users across various platforms:
* Handle technical issues, onboarding, support inquiries, and customer feedback via chat, email, and phone
* Investigate technical problems, log cases accurately, and ensure high-quality interactions
* Communicate support issues, bugs, and customer sentiment to technical teams and leadership
Minimum Qualifications
* Meet KPIs and demonstrate behaviors such as impactfulness, accountability, courage, and integrity
* Data-driven with experience analyzing reports and translating data into actionable insights
* Experience managing support requests across multiple channels, supporting peers, and continuous learning
* Follow Autodesk procedures, maintaining transparency and honesty
* Comfortable navigating a CRM system
* Basic understanding of Apple iOS, Android, Windows, and cloud-based software like Microsoft Office and OneDrive
* Experience troubleshooting iOS, Android, and Windows platforms
* Experience with chat systems and support roles
* Familiarity with the construction industry is a plus
Learn More
About Autodesk
Autodesk creates innovative software used in various industries, helping turn ideas into reality. We foster a culture of growth and authenticity, supporting our employees to thrive and make a positive impact. Join us to shape the future!
Benefits
We offer comprehensive health, financial, and wellness benefits to support our employees' well-being and success. Learn more about our U.S. benefits.
Salary Transparency
For U.S. roles, the starting salary ranges from $53,300 to $91,850, depending on experience and location. Compensation includes bonuses, stock grants, and other benefits.
Equal Employment Opportunity
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