Senior Quality Assurance - Optimization Lead, Duty Manager - CTS

Opportunity Are you passionate about service quality, proactive problem-solving, and ensuring seamless customer support experiences? As a Senior Quality Assurance and Optimization Lead, you will play a pivotal role in managing technical support cases for our key enterprise and business customers. Your primary focus will be ensuring that cases are handled within SLA, maintaining high service standards, and maximizing the value of our premium success and support offerings.

This is an opportunity to be part of the CTS Quality Strategy & Execution team that directly impacts customer product support satisfaction and service excellence by driving case efficiency, escalation management, and cross-team collaboration.

About the Role

The Senior Quality Assurance and Optimization Lead will be responsible for monitoring and managing the technical support case pipeline, ensuring service quality, and escalating cases proactively when necessary. You will act as the single point of contact for escalations and service quality, working closely with Customer Success Advisors (CSAs), Customer Success Managers (CSMs), Geo Escalation Leads (GELs), Quality Assurance Analysts, and Workforce Management (WFM) Real-Time Analysts to drive timely case resolution and continuous process improvements.

Key Responsibilities

1. Proactive Case Monitoring & Pipeline Management

• Continuously track case pipelines to identify aging cases, idle cases, and cases requiring escalation.
• Ensure cases are assigned and progressing efficiently to prevent delays.
• Engage with Geo Escalation Leads (GELs) to facilitate case movement and ensure actions are taken to drive resolution.

2. Ensuring Support Quality Assurance, Including SLA Compliance for Enterprise & Business Customers

• Monitor and manage technical support cases for key enterprise and business accounts.
• Ensure cases are resolved within SLAs and uphold service quality standards.
• Drive customer value by ensuring seamless support for premium success offerings.

3. Single Point of Contact for Escalations & Service Quality

• Act as the central escalation contact for Customer Success Advisors and Customer Success Managers.
• Ensure cases are prioritized correctly and addressed promptly to meet customer expectations.
• Collaborate with internal teams to drive efficient case resolution and service excellence.

4. Case Hygiene & Root Cause Analysis

• Maintain high-quality case documentation and adherence to best practices.
• Work closely with Quality Assurance Analysts to analyze case iterations, agent response times, and overall case handling processes.
• Investigate the root causes of prolonged case idle time, excessive case iterations, and unassigned cases to identify system or process inefficiencies.

5. Cross-Team Collaboration for Quality Assurance & Efficiency

• Collaborate with Workforce Management (WFM) Real-Time Analysts, Geo Escalation Leads (GELs), and Quality Assurance Analysts to optimize case workflows.
• Support continuous improvement efforts by providing insights on case trends and operational gaps.
• Contribute to initiatives that enhance technical support efficiency and improve overall customer satisfaction.

Job Requirements

• Experience: 7+ years in technical support operations, service quality assurance, or a related field, with at least 2 years in a real-time case management or escalation role.
• Technical Proficiency: Familiarity with case management systems, CRM platforms (e.g., Salesforce), and real-time support monitoring tools.
• Analytical Skills: Strong problem-solving skills and ability to conduct root cause analysis.
• Escalation Management: Experience in managing high-priority customer cases and working under pressure.
• Communication & Collaboration: Strong coordination skills and ability to influence cross-functional teams.
• Attention to Detail: High accuracy in tracking case progress, monitoring support operations, driving action with the goal of case resolution and ensuring case hygiene.
• Flexibility: Willingness to work across shifts as required to support global operations, providing services 24x7, 7 days a week.

Key Competencies & Core Values

1. Customer & Service Excellence Mindset

• Customer-First Approach: Ensures smooth, efficient and high-quality support experience.
• Quality-Driven: Committed to continuous service improvements and excellence.

2. Strong Communication & Stakeholder Management

• Clear & Concise: Effectively communicates quality concerns, insights, and recommendations.
• Collaborative & Influential: Works seamlessly with cross-functional teams (Technical Support, WFM, Customer Success).
• Persuasive & Diplomatic: Advocates for quality optimization while maintaining strong team relationships.

3. Leadership

• Accountable & Results-Driven: Takes ownership of service quality & escalations and ensures successful follow-through.
• Adaptable & Resilient: Thrives in fast-paced environments, managing escalations and shifting priorities.

4. Proactive & Execution-Focused

• Takes Ownership: Identifies gaps, drives resolutions, and ensures execution.
• Anticipates Issues: Implements preventive measures to enhance service quality.
• Decisive & Action-Oriented: Makes data-driven decisions quickly in real-time.

5. Data-Driven & Metrics-Oriented

• Analytical & Insightful: Translates data trends into actionable strategies.
• Performance-Focused: Measures and improves efficiency, SLA compliance, and service quality.