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Senior Quality Assurance Expert

1 week ago

Hyderabad, Telangana, India ServiceNow Full time

At ServiceNow, we're on a mission to make the world work better for everyone. As a Senior Support Quality Assurance Specialist, you'll play a critical role in ensuring our customers receive exceptional support experiences. Your primary objective will be to execute the quality assurance and monitoring strategy defined by the Quality Program Leader, preventing poor customer experiences and enabling amazing ones.

Key Responsibilities
  • Optimize quality processes to drive meaningful improvement in the overall case experience.
  • Analyze cases, gather data, and create reports to identify areas for improvement.
  • Present findings to various audiences, authoring concise status updates and readouts that include key focus areas and remediation plan status.
Requirements
  • 5-7 years of program/project management experience with demonstrated success enabling support experience excellence.
  • Critical thinking skills and ability to work independently.
  • Strong reporting and analytics skills on the ServiceNow platform.
  • Ability to work with global teams and adjust to rapid growth and change.