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company overview symantec is a global leader in providing security, storage and systems management solutions to help our customers – from consumers and small businesses to the largest global organizations – secure and manage their information-driven world against more risks at more points, more completely and efficiently. our software and serivces protect completely, in ways that can be easily managed and with controls that can be enforced automatically – enabling confidence wherever information is used or stored. responsibilities job overview the quality assurance specialist function en el ess business operations group will be responsible for the quality assurance assessment, feedback and coaching of the supoprt delivery organization. key responsibilities assessment of engineer call handling, case management and knowledge creation and recording the results of their analysis and development of coaching plans. coaching and training to the team members, · provide feedback.global consistency, and scalability, business operations ensures ess standardization, flexibility, cusotmer focus, efficiencies.participate in on-going monitoring for all product groups and perform root cause analysis to improve customer satisfaction levels. understand process quality metrics. they will be a part of the quality & compliance team and would be responsible for promoting excellence by measuring quality and compliance using consistent process and enabling improvement. participate in capa (corrective actions / preventive actions), dsat analysis / review and other continuous improvement initiatives to achieve breakthrough performance. department overview enteprrise supoprt services (ess), delivers post-saels techincal supoprt for enterprise proudcts to all symnatec custmoers worlwdide, 400 support profesisonals focsued on delievring wolrd-clsas customer services, in 22 support cenetrs, in 13 languages, comprised of 2.· monitor the interactions of employees responsible for providing first line technical customer support services. lead individual process improvement projects and liaison with business operations to implement the corrective actions and quality improvement plans. · collaborating with other departments en el development of business process maps and process charts · assisting en el implementation of programs for the continuous analysis of business processes and their improvement • they will functions as a quality subject matter expert in region mandar cv en ingles a : nataliav@pierpoint.com
región: caba. the portfolio of enterprise support services (basic maintenance, essential support, and business critical service) is designed to maximize customer value from symantec solutions.business operations is a centralized shared services organization, providing support to ess delivery and customer functions, focused on cross-functional operations. identify actions to be taken as corrective measures based on audit findings, analyze changes and propose changes. this will include assisting delivery operations improve customer experiences and drive business results that maximize customer value and minimum customer effort.
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