Delivery Quality & Escalation Manager

1. Corporate support quality management

• Leads the effort of building and continuously improving of support quality strategy in Russia++ strategic region.;
• Works with team leads (outsource and inhouse) to ensure that all associates are meeting internal quality standards and guidelines;
• Aligns support quality standards with strategic goals and customer’s expectations;
• Reviews customer’s expectations and analyses if they met;
• Oversees the evaluation and improvement of processes, systems, and methods to enhance efficiency of outsource and in-house support engineers;
• Monitors performance, providing actionable insights to stakeholders to drive decisions;
• Prepares and present performance reports to senior management, highlighting key metrics and areas for improvement;
• Conducts regular audits and researches to identifies areas of improvement in terms of customer support;
• Helps to train new engineers for external and internal support teams. Implementation best practice support and coaching others to achieve better customer’s experience from the service.

2. Interaction with customers and partners

• Handling customer complaints or concerns quickly and professionally to maintain good customer relationships and customer experience;
• Communication with partners, internal and external engineers to direct the customer’s feedback to the team. ;
• Maintains and continuously improves highly effective procedures for complaint processing and complaint investigation in terms of customer service;
• Define initial action plan for customer’s complaints and negative feedback;
• Managing and enhancing relationships with existing principal partners in terms of customer support;
• Takes ownership of partnership reporting and performance in the area of customer support;
• Ensures partners deliver support service to customers according to existing agreements and quality standards.

3. Change management

• Developing change management plans for corporate support projects and change initiatives;
• Evaluating the business impact and support efficiency of planned changes;
• Leading, coordinating, and managing change management activities.

Requirements:

1. Education

• Higher education.
• Preferable, but not limited by specialization:
• Information Technology, Information Systems or Computer Science, Public Administration, Management.  

2. Working experience

• At least 3 years of experience in technical or customer support in a vendor or system integrator.

• Alternatively:
  • Quality management
  • Quality assurance.
  • Experience in contracts or partner management as an additional advantage.

3.  Hard-skills:

• Excellent analytical skills, with the ability to analyze data and identify trends
• Knowledge of quality control processes, procedures, and policies.
• Planning and project management skills.
• The ability to facilitate and prioritize changes.
• Knowledge of Kaspersky corporate solution portfolio.
• In-depth knowledge of quality standards and practices for Enterprise and SMB business.
• Confident expertise in IT solutions and Cybersecurity.  

4.     Soft-skills:

• Strong communication skills, with the ability to communicate effectively with team members and stakeholders at all levels.
• Excellent interpersonal and customer service skills.
• Ability to deal with people sensitively, tactfully, diplomatically and professionally at all times.
• Good coaching and mentoring skills.

5.  Foreign languages

• English language – Upper intermediate, ability to communicate with foreign colleagues and read documentation.

6. Others

• Customer focused.
• Attention to detail and a high degree of accuracy.
• Ability to work independently in a busy environment.