Job Description

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoftxe2x80x99s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoftxe2x80x99s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
We are looking for candidates with experience in Customer Support & Leadership and a Project Management experience or a Quality Manager with expertise in COPC and other quality standards to oversee and enhance our quality assurance processes. The ideal candidate will have a strong background in performance management, process improvement, and compliance within a customer-centric environment.
We are looking for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance. You will provide in-depth technical & subject matter expertise for one or more products, services, or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes. Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical SME.
You will also be specially tasked for enhancing quality standards.
This role is flexible in that you can work up to 50% from home.
Microsoftxe2x80x99s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Responsibilities:

• Team Readiness & Development: You will assess the technical and professional capabilities of support staff and assist in developing training plans to address identified gaps.
• Case Management (Delivery Excellence): You will perform case reviews to ensure process compliance.
• Managing Collaborative Activities: Mentor engineers on effective collaboration (cross-team and cross-technologies/lines of business) and quality case handling standards.
• Supportability Activities: You will contribute to customer self-help and volume deflection initiatives.
• Process Improvement: You analyze trends (e.g., case types, volumes) and collaborate with stakeholder teams to provide product and process improvement feedback.

Other Key Responsibilities:
- Lead the implementation and adherence to COPC, Six Sigma, or other quality frameworks.
- Develop and execute quality assurance strategies to improve operational efficiency and customer satisfaction.
- Conduct audits, gap analysis, and performance assessments to ensure compliance with industry standards.
- Collaborate with cross-functional teams to drive continuous improvement initiatives.
- Provide training and mentorship to quality analysts and operational teams.
- Analyze data-driven insights to identify trends and recommend process enhancements.
- Ensure compliance with regulatory requirements and company policies.
- Ability to drive process optimization and operational excellence.
Qualifications:
Required Qualifications:

• 2+ years in system development, network operations, software support, IT, consulting or technical troubleshooting experience

o OR Bachelor's degree in Information Technology (IT), Computer Science, Business Administration, Electrical Engineering, or Business Leadership
o OR equivalent experience
Language Qualification
English Language: fluent in reading, writing and speaking.
Preferred Qualifications:
- 5+ years of experience in quality assurance, preferably in a BPO or customer service environment.
- Strong knowledge of COPC, Six Sigma, ISO 9001, Lean methodologies.
- Excellent analytical, problem-solving, and leadership skills.
- Proficiency in data analysis tools (Excel, Power BI, etc.).
Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the . '