Adobe

Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

 

Quality Analyst

We are looking for a Quality Analyst who is passionate about helping colleagues and customers.

The Quality Analyst will be a key member of our Creative Cloud Individual Support team. This person will thrive on empowering our customers to change the world through digital experiences. They will be passionate about helping people, be empathetic, and have exceptional people skills. The Quality Analyst provides guidance and feedback to our Support Specialists, enabling them to deliver first-class experiences to our customers.

 

Responsibilities:

Reviews customer interactions and provides feedback and coaching to support specialists to help deliver best-in-class customer service.
Completes trend analysis of reviews to identify training requirements and improvement of processes, at a regional level.
Strives to identify opportunities and champions initiatives to improve the customer experience.
Partners with stakeholders to drive initiatives to improve the quality of service.
Calibrates with peers globally to ensure alignment.
Answers customer queries on a regular basis.
Requirements:

1+ years of experience in a Quality Analyst role.
Fluency in German and English.
Customer support experience in an online multicultural environment.
Strong customer support experience with excellent communication skills.
Excellent written and verbal communication skills in both languages.
Ability to analyze cases and identify trends and make recommendations based on findings.
Ability to succinctly summarize findings and provide actionable feedback to Support Specialists, business partners and management teams.
Proven track record working in a collaborative role in a multicultural, fast-paced environment.
High level of accuracy and attention to detail.
Highly organized, self-motivated and proactive with the ability to prioritize tasks.
Flexible approach and ability to adapt to changing business needs and processes.
Desirable:

BA/BS degree in relatable field.
Proficiency in a third European language an advantage.
Experience using Adobe Creative Cloud or Adobe Document Cloud products.
Experience in data analysis, Excel.
Experience in technical troubleshooting and customer service.
Skills required:

Attention to detail.
Strong customer experience.
Excellent verbal and written communication.
Coaching.
Giving and receiving Feedback.

Diversity & Inclusivity:

Adobe is an equal opportunity and affirmative action employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics protected by law.

To apply for this job please visit adobe.wd5.myworkdayjobs.com.