As Acronis is dedicated not just to Cyber Protection but to the general protection of its potential and current employees, recruitment and onboarding process are being held online during the current global COVID-19 situation.

Acronis leads the world in cyber protection - solving safety, accessibility, privacy, authenticity, and security (SAPAS) challenges with innovative backup, security, disaster recovery, and enterprise file sync and share solutions that run in hybrid cloud environments: on-premises, in the cloud, or at the edge. Enhanced by AI technologies and blockchain-based data authentication, Acronis protects all data, applications and systems in any environment, including physical, virtual, cloud, and mobile.

With dual headquarters in Switzerland and Singapore, Acronis protects the data of more than 5 million consumers and 500,000 businesses in over 150 countries and 20 languages.

RESPONSIBILITIES:

  • Email/Chat/Phone Quality assurance operations for Service Providers line of business (remote and side-by-side Quality Sessions)
  • Identifying areas of improvements and bottom performers; helping the respective Support Professionals and Managers to raise their quality and Customer Satisfaction (CSAT) scores
  • Ensure that Quality Assurance process is well-aligned with CSAT (cases with higher Quality Results scores get better CSAT ratings from Service Providers)
  • Meet Quality Session goals (quantitative and qualitative metrics) set by Quality Manager
  • Participate in weekly Quality Calibrations, meet compliance target
  • Participate in monthly Quality Scores Reviews with Support Managers
  • Inform department about changes in processes (CIA process) and create Refreshers for Service Provider line of business
  • Identifying training needs and improvement needs in processes, procedures & utilization
  • Create/update training materials, quizzes and provide high-quality training sessions
  • Assess skills of newly hired employees after completion of their training
  • Be responsible for mentoring newly hired employees in Service Provider support team
  • Establish and maintain productive working relationships with other internal departments
  • Based on submitted Quality Session suggest support volume drivers coverage in Acronis Knowledge Base and update the list of actual technical issues for Servicer Provider products
  • Provide regular and ad hoc reports/analysis on-demand

SKILLS & EXPERIENCE:

  • 2+ years of experience as Quality Analyst in technical support environment
  • Experience in IT software or hardware company or IT-related background is considered an advantage
  • Strong customer focus, communication and relationship building skills
  • Ability to engage and inspire commitment to a vision and plan of action
  • Ability to foster a sense of teamwork and cross-functional collaboration
  • Drive for results
  • Pursues self-development by actively developing own skills and capabilities to enhance performance and to achieve personal and organizational success
  • Demonstrates adaptability by working effectively in the face of ambiguity, shifting priorities, and rapid change
  • Fluent English (both written and verbal)

WE OFFER:

  • Attractive remuneration
  • Public Transport Support
  • Multisport card
  • Additional Health & Dental insurance
  • Annual paid leave of 25 working days
  • Free fresh fruits in the office
  • Free drinks (Coffee/Tea/Water)
  • Free parking slot
  • Tickets for conferences and seminars
  • Challenging atmosphere and interesting projects
  • Future career development in a multinational company
  • Offsite events and parties

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