Program Manager - QA/QC, Technical Support


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Overview


We seek a highly skilled and detail-oriented individual to join our Technical Support team as a QA/QC Program Manager. In this role, you will be responsible for ensuring the quality and accuracy of our technical support delivery to our customers and identifying areas for improvement. You will work closely with our Operations Team to develop and implement quality assurance processes and procedures.

Responsibilities


  • Collaborate with the Technical Support Operations Team to develop and implement quality assurance and quality control processes and procedures framework
  • Conduct quality assurance checks on technical support interactions, including phone calls, emails, and chat conversations
  • Review and evaluate customer feedback to identify trends and areas for improvement
  • Provide feedback to Operations Team Leaders to improve the performance of service delivery staff
  • Monitor and analyze key performance indicators to measure the effectiveness of front-line Technical Support delivery teams
  • Identify and report any issues or trends impacting customer satisfaction and success
  • Stay up-to-date with industry best practices and trends in technical support and quality assurance to implement and ensure continued alignment within the program
  • Review other areas of Technical Support that could benefit from quality assessment and determine ways to implement a strategy

Requirements


  • Bachelor's degree in a relevant field or equivalent work experience
  • 5+ years of experience in a technical support role, preferably in a QA/QC capacity
  • Strong attention to detail and excellent analytical skills
  • Excellent communication and interpersonal skills
  • Ability to work independently and as part of a team
  • Proficient in using customer support software and tools
  • Knowledge of quality assurance methodologies and best practices
  • Familiarity with technical support processes and procedures
  • Ability to adapt to changing priorities and work in a fast-paced environment
  • Ability to travel up to 25% of the time
  • US Citizenship

Recommended Qualifications


  • 2+ Years of experience in customer care, customer support, or related field conducting quality assurance
  • Experience in customer facing roles
  • Experience managing a team of direct reports
  • Certification in quality assurance or related field
  • Experience with the Salesforce CRM system and ticketing software
  • Knowledge of GIS (Geographic Information System) software and Esri core technologies

Total Rewards

Esri’s competitive total rewards strategy includes industry-leading health and welfare benefits: medical, dental, vision, basic and supplemental life insurance for employees (and their families), 401(k) and profit-sharing programs, minimum accrual of 80 hours of vacation leave, twelve paid holidays throughout the calendar year, and opportunities for personal and professional growth. Base salary is one component of our total rewards strategy. Compensation decisions and the base range for this role take into account many factors including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

A reasonable estimate of the base salary range is
$70,720-$135,200 USD

About Esri


At Esri, diversity is more than just a word on a map. When employees of different experiences, perspectives, backgrounds, and cultures come together, we are more innovative and ultimately a better place to work. We believe in having a diverse workforce that is unified under our mission of creating positive global change. We understand that diversity, equity, and inclusion is not a destination but an ongoing process. We are committed to the continuation of learning, growing, and changing our workplace so every employee can contribute to their life’s best work. Our commitment to these principles extends to the global communities we serve by creating positive change with GIS technology. For more information on Esri’s Racial Equity and Social Justice initiatives, please visit our website here.

If you don’t meet all of the preferred qualifications for this position, we encourage you to still apply!

Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need reasonable accommodation for any part of the employment process, please email askcareers@esri.com and let us know the nature of your request and your contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.

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