Job Description
360S2G is seeking a highly motivated Software Quality Program Manager. The Software Quality Program Manager will report to the SQA Implementation Manager and is responsible for the development and implementation of the Software Quality Assurance Program. This position requires knowledge and understanding to software records management as it pertains to software development life cycle and Electronic Document Management Systems (EDMS) as well as Information Technology Systems (IT). This candidate will guide others in the understanding and implementation of quality software principles and procedures. This position works closely with QA, IT, Engineering, and other business support organizations to ensure software applications are implemented and maintained according to requirements.
Responsibilities
- Client Support: Provide first-level support to customers via a service management system, addressing software-related inquiries and issues in a timely and professional manner.
- Issue Resolution: Diagnose and troubleshoot software problems, guiding customers through step-by-step solutions and escalating complex issues to senior support staff as needed.
- Documentation: Maintain detailed records of customer interactions, including issues reported, troubleshooting steps taken, and resolutions provided, in our ticketing system.
- Knowledge Base: Contribute to the development and maintenance of a comprehensive knowledge base by documenting common issues and solutions.
- Training: Assist in the creation and delivery of training materials and sessions for end-users to enhance their understanding and effective use of our software products.
- Collaboration: Work closely with the development, QA, and product teams to identify, report, and resolve recurring issues and improve overall product quality.
- Customer Feedback: Gather and communicate customer feedback to relevant teams to influence product enhancements and ensure continuous improvement in service delivery.
- Other job duties as assigned: Work on other projects or tasks as assigned.
Qualifications
- Technical Skills: Basic understanding of software applications and operating systems.
- Troubleshooting Skills: Experience troubleshooting issues and problems without guidance.
- Communication: Excellent verbal and written communication skills with the ability to convey technical information clearly and understandably.
- Customer Service: Strong customer service orientation with a patient and empathetic approach to handling customer issues.
- Problem-Solving: Analytical and problem-solving skills with a keen attention to detail.
- Team Player: Ability to work effectively in a team environment and collaborate with cross-functional teams.
- Adaptability: Willingness to learn new technologies and adapt to changing environments and customer needs.
