Global Support Quality Manager

Job Description

The Global Support Quality Manager plays a key role in strengthening QAD’s global Support organization by delivering structured, impactful Quality Audits, Coaching, and Insights. The primary objective of this role is to equip the Support team members, both new and experienced, with the standardized, consistent Customer experience, process clarity, and soft skills necessary to provide world-class support to our customers.

The Global Support Quality Manager plays a key role in strengthening customer experience and operational excellence across Tier 1–3 Support. This role is responsible for auditing support cases, calls, and meeting interactions to assess quality, communication effectiveness, and adherence to processes. Beyond evaluation, the Lead provides coaching and actionable insights to help teams improve customer communication, efficiency, and empathy. By analyzing trends and patterns in audit results, this role partners with Suppo...