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Veritas Quality Assurance and Process Manager, Customer Care in Dublin, Ireland

About VERITAS

Veritas solves what no one else can. With an industry-leading product portfolio, we offer proven, modern, and integrated technology that brings together availability , protection , and insights . Our Veritas Enterprise Data Services Platform addresses current and future data issues end-to-end – keeping mission-critical workloads highly available, protecting data everywhere, and providing insights to optimize costs and maintain regulatory readiness.

Veritas supports 500+ data sources, 150+ storage targets, 50+ clouds, and any deployment model imaginable. We serve 99% of the Fortune 100, 90% of the Fortune 500, and are the market leader in Software-defined Storage, Data Protection, and Archiving.

Veritas Customer Success is responsible for ensuring that Veritas’ customers are successfully exceeding the value of their investment in Veritas solutions and coordinating the company focus on the end-to-end customer relationship. Customer Success includes customer support and care, professional and business critical services, and renewal sales.

About VERITAS

Veritas solves what no one else can. With an industry-leading product portfolio, we offer proven, modern, and integrated technology that brings together availability , protection , and insights . Our Veritas Enterprise Data Services Platform addresses current and future data issues end-to-end – keeping mission-critical workloads highly available, protecting data everywhere, and providing insights to optimize costs and maintain regulatory readiness.

Veritas supports 500+ data sources, 150+ storage targets, 50+ clouds, and any deployment model imaginable. We serve 99% of the Fortune 100, 90% of the Fortune 500, and are the market leader in Software-defined Storage, Data Protection, and Archiving.

Veritas Customer Success is responsible for ensuring that Veritas’ customers are successfully exceeding the value of their investment in Veritas solutions and coordinating the company focus on the end-to-end customer relationship. Customer Success includes technical support and Customer care, professional and business critical services, and renewal sales.

Job Summary

You will have responsibility for Quality Assurance and Process Management, the building blocks of Care operational performance, that help it deliver a world class Customer Experience. The role serves as an advocate for the Customer, while ensuring processes and procedures also balance the employee and stakeholder needs. Key member of leadership team.

Success in this role is measured by an individual’s ability to build consensus across functions. Also, to successfully manage and monitor adherence to policies and procedures that help our team members do their day to day jobs, serving the Customer.

Locations: Dublin, Florida, Pune, Remote

Responsibilities

  • Own and manage the Customer Care Quality Assurance program: QA governance, calibrations, case audits, reporting, and performance scorecards
  • Launch/maintain quality programs for new processes and tools/products, collaborating with cross-functional and cross-regional teams
  • Develop detailed understanding of processes to effectively provide input for new initiatives and to identify quality dependencies in cross-functional projects.
  • Manage multiple responsibilities simultaneously, independently, and effectively and efficiently prioritize and meet deadlines.
  • Lead a team of four QA Consultants.
  • Ensure robust and reliable QA audit calibration and scoring, and to ensure consistent application of the standards and methodologies.
  • Serve as the voice of quality and process, balancing the needs of Customer, Employee and Business.
  • Meet QA operational targets to agreed Key Performance Indicators (KPI’s) and SLA’s.
  • Ensure all new hires are onboarded to a verifiable standard through the employee QA nesting program.
  • Partner with Legal on specific compliance cases eg GDPR breaches.
  • Own, maintain, and improve the Customer Care process repository.
  • Champion process excellence through robust standardization, easy to follow procedures that are easy to access and consume.
  • Partner with geo leaders and cross functional teams: central process maintenance team; training and development team; technical support etc, to ensure processes are optimized for the end to end Customer experience.
  • Drive continuous improvement in our processes and help successfully embed changes
  • Leveraging QA and CSAT insight and analysis to assist the Care Leadership in identifying leading and lagging performance KPIs.

A well-qualified candidate should have the ability to:

Demonstrate appropriate Quality Assurance and process improvement skillset

Utilise effective analytical techniques to design and deploy operating processes within a Customer support environment

Convey complex process and policy changes that are clear and understandable

Establish and leverage trusting relationships with others

Skills, experience and education:

  • 5+ years of Quality Assurance, process improvement experience within Customer Support / Sales organizations
  • At least 8 years experience working in a technology company
  • Lean/Six Sigma in a technology setting
  • Excellent verbal and written communication skills: Strong technical writing skills for process documentation and employee communications (e.g. process changes, instruction aids).
  • Problem solving skills: Gathers data from key stakeholders, analyses and interprets information to develop solutions. Ability to summarize complex problems in digestible format.
  • Experience with managing complex process design, implementation and improvement
  • Repeated history of helping large teams not only overcome objections to change but embrace that change
  • Experience partnering with other leaders to build a quality culture
  • Excellent cross-functional communicator and team player. Will need to partner with Training & Enablement, Technical Support, Legal, Licensing Compliance, Process communities
  • Knowledge of GDPR

At Veritas, we care about the causes close to your heart and enable you to volunteer, donate, and do good. We also value uniqueness and know that a more diverse and inclusive workforce makes a winning team, so come as you are! Interested? Then apply and find out more about #TeamVTAS!

At Veritas, we care about the causes close to your heart and enable you to volunteer, donate, and do good. We also value uniqueness and know that a more diverse and inclusive workforce makes a winning team, so come as you are! Interested? Then apply and find out more about #TeamVTAS!

Why Join Us? (https://www.veritas.com/company/careers/why-join-us)

Working at Veritas

At Veritas, you will enjoy an open, flexible, and supportive environment which lets you bring your ideas to life. Our commitment to development and diversity sparks innovation.

If impact, innovation and a winning culture are important to you, consider a career at Veritas.

We Embrace Diversity

Diversity in thought, perspective, experience and life is a vital part of our culture. It is this culture, that allows us to innovate, solve problems and succeed.

Veritas is an equal opportunity employer

Veritas is an equal opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, status as an individual with a disability, veteran status, or any other basis protected by federal, state, or local law. Pursuant to the San Francisco Fair Chance Ordinance (FCO), we will also consider for employment qualified individuals with arrest and conviction records.

EEO is the Law. Applicants and employees of Veritas Technologies LLC are protected under Federal law from discrimination. Click here (http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) to find out more.

Veritas will respond to requests for reasonable accommodations to assist you in applying for positions at Veritas, or to submit a resume. If you need to request an accommodation, please contact our HR VHelp Portal (https://veritas.service-now.com/hrp) .

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