Senior Quality Assurance Analyst (Audit)

Opportunity

Curious? Analytical? Passionate about identifying gaps and driving service improvements?

If you thrive on investigating support trends, analyzing quality gaps, and implementing impactful solutions, this role is for you! As a Senior Technical Support Quality Assurance Analyst, you will go beyond auditing. You will collaborate with stakeholders, influence and drive quality initiatives, and enhance technical support processes and service delivery to improve customer experience.

This is your chance to be part of CTS Quality Strategy & Execution team, a high-impact, data-driven team, where your insights shape the future of technical support quality and service excellence.

About the Role

You will be responsible for evaluating technical support cases, conducting audits, identifying recurring issues, and driving continuous service improvements. By analyzing data, performing root cause assessments, and recommending corrective actions, you will play a key role in optimizing case handling, technical expertise, and operational efficiency.

You will work closely with Technical Support teams, SMEs, and leadership to standardize QA processes, surface improvement opportunities, and influence positive change in customer support quality.

Key Responsibilities

Audit & Quality Evaluation

· Audit technical support cases for service quality, case hygiene, process adherence, and compliance with company policies, operating procedures, and industry best practices.

· Assess how effectively tools and systems are used in resolving customer issues.

· Categorize audit findings, identifying recurring trends and areas for improvement.

Root Cause Analysis & Continuous Improvement

· Conduct root cause analysis of quality issues and identify key factors impacting support performance.

· Surface technical skill gaps and recommend Subject Matter Expert assessments where needed.

· Recommend corrective actions and collaborate with stakeholders to implement process improvements.

Reporting & Stakeholder Engagement

· Deliver audit findings and insights to Technical Support (TS) Managers, SMEs, and relevant stakeholders with the goal of driving improvements.

· Facilitate regular QA standups to discuss key observations, trends, and improvement opportunities.

· Support the creation of quality assurance reports and dashboards for trend analysis.

QA Process Development & Enhancement

· Participate in QA Monthly Audit Calibration process to refine and standardize QA process globally.

· Advocate for best practices and quality awareness to improve service excellence.

· Contribute to the growth and maturity of the QA function within the technical support organization, ensuring continuous evolution and refinement of QA processes.

Minimum Qualifications

· Experience: 2+ years in quality auditing, technical support, or customer service roles, with a total industry experience of 5-7 years.

· Technical Proficiency: Hands-on experience with quality monitoring tools, reporting software, QA checklists, project management tools and audit methodologies.

· Analytical Skills: Ability to conduct root cause analysis, recommend & implement corrective actions.

· Systems Knowledge: Familiarity with CRM and ticketing systems (e.g., Salesforce) is preferred.

· Frameworks & Best Practices: Understanding of IT service management (ITSM) frameworks such as ITIL is a plus.

· Available to work across shifts as needed.

Key Skills & Core Values

· Analytical Thinking: Strong attention to detail to identify trends, assess case quality, and recommend improvements.

· Communication & Collaboration: Ability to present insights effectively and engage cross functional teams.

· Accountability & Initiative: Independent, proactive, and solution-driven mindset.

· Courage: Willing to engage in tough conversations, challenge the status quo and offer feedback.

· Customer Impact: Passionate about improving technical support delivery through service excellence.

· Growth Mindset: Committed to continuous learning, improvement, and innovation.

Learn More

About Autodesk
Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.

We take great pride in our culture here at Autodesk – our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.

When you’re an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us!

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