Job Description

About the Role: As a CQA team member , you will play a pivotal role in handling high-priority customer escalations, ensuring exceptional support experiences, and driving process improvements. This role requires cross-functional collaboration, deep analytical insights, and a strong focus on customer satisfaction. Key skills Required: Bachelors Degree or equivalent is strongly preferred. A minimum of 4 years of customer care or technical support experience in technology or related industries. A minimum of 2 years of call center/customer service related experience in technology or related industries. In-depth knowledge of Adobe or related products and support services. Has consistently met or exceeded expectations in previous roles, demonstrating full mastery and competence in the core individual contributor role in this department/group. Strong communication skills. Has demonstrated, in previous roles, his/her ability to effectively, concisely, and clearly communicate his/her viewpoint, complex or larger-scale business or operational considerations, and key decision points. Additional (desired) Skills: Good time management/organizational skills Strong interpersonal skills. Has developed, in previous roles, strong, lasting relationships with multiple stakeholders, partners, and customers. Demonstrates a sound understanding of Adobe's business and multiple functions. Works collaboratively, effectively, and efficiently with others. Good influencing & negotiation skills. Demonstrates understanding of the basic principles of influencing and negotiation when working, communicating, or interacting with others. Proven abilities (through past experience) to achieve win/win results. Job Description: As part of the CQA Team, you will handle the escalation received directly from Senior Leaders, Adobe Executive Team, and the CEO. Escalations coming from other sources will also be part of the handling scope. This group works cross-functionally with a host of partners/stakeholders. Where role appropriate, has external interaction with customers, partners, vendors, or other external parties and may interact with decision-makers. Basis, the requirement, might have to work over the weekend and be available as an on-call person to handle any escalation received over the weekend. Gather and/or develop information, research, analyses, or other data for his/her manager to support his/her manager’s completion of business improvement initiative. Critically review the escalations received and analyze the root cause of the escalation. Create the CQA review deck as and when required. Completes all training and other development activities promptly and thoroughly. Responsible, always complying with established guidelines, protocols, policies & procedures related to customer service technical support for Adobe products. Consistently complies with all established performance metrics, including response time, case management, and escalation. Apart from handling escalation, participate in business improvement projects and help the operational excellence team in identifying & analyzing the areas of improvement. Consistently complies with all established performance metrics, including response time, case management, and escalation. Responsible, at all times, for ensuring all data entry in customer one, CQA tracker, and management activities performed by him/her are of the highest quality, accuracy, integrity, thoroughness, and in general compliance with all data management/quality guidelines relating to internal systems and databases. Participates in special projects, as assigned, such as those that include new products/services or line extension launches, operational excellence and continuous improvement for CC operations, new technologies, tools, and training to support optimal CC team performance, etc. At all times, provides the highest levels of customer service and ensures customer satisfaction. Completes other assignments as needed, or otherwise appropriate.