**Job Requisition ID #** 26WD94959 **Position Overview** Curious? Analytical? Passionate about identifying gaps and driving service improvements? If you thrive on investigating support trends, analyzing quality gaps, and implementing impactful solutions, this role is for you! As a Senior Services & Support Quality Audit Analyst, you will go beyond auditing. You will collaborate with stakeholders, influence and drive quality initiatives, and enhance services & support processes and delivery to improve customer experience. This is your chance to be part of CTS Quality Strategy & Execution team, a high-impact, data-driven team, where your insights shape the future of technical support quality and service excellence. You will be responsible for evaluating services & support cases, conducting audits, identifying recurring issues, and driving continuous service improvements. By analyzing data, performing root cause assessments, and recommending corrective actions, you will play a key role in optimizing case handling, technical expertise, and operational efficiency. You will work closely with vendor management and external vendor teams, SMEs, and leadership to standardize QA processes, surface improvement opportunities, and influence positive change in customer support quality. **Key Responsibilities** **Audit & Quality Evaluation** + Audit cases for service quality, case hygiene, process adherence, and compliance with company policies, operating procedures, and industry best practices + Assess how effectively tools and systems are used in resolving customer issues + Categorize audit findings,identifyingrecurring trends and areas for improvement **Root Cause Analysis & Continuous Improvement** + Conduct root cause analysis of quality issues andidentifykey factorsimpactingsupport performance + Surface technical skill gaps and recommend Subject Matter Expert assessments where needed + Recommend corrective actions and collaborate with stakeholders to implement process improvements **Reporting & Stakeholder Engagement** + Deliveraudit findingsand insights toVendors & Vendor Management team, SMEs, and relevant stakeholderswith the goalof drivingimprovements + Facilitateregular QA standups to discuss key observations, trends, and improvement opportunities + Support the creation of quality assurance reports and dashboards for trend analysis **QA Process Development & Enhancement** + Participate inQAAudit Calibrationprocesstorefine and standardize QA process globally + Advocate forbest practices and quality awareness to improve service excellence + Contribute to the growth and maturity of the QA function within the technical support organization, ensuring continuous evolution and refinement of QA processes **Minimum Qualification** + **Experience** :4+ years in quality auditing,client services &support, orbusiness operationroles, with a total industry experience of 5-7 years + **Technical Proficiency** : Hands-on experience with qualitymonitoringtools, reporting software, QA checklists,project managementtoolsand audit methodologies + **Analytical Skills** : Ability to conduct root cause analysis,recommend&implementcorrective actions + **Systems Knowledge** : Familiarity with CRM and ticketing systems (e.g., Salesforce) is preferred + **Frameworks & Best Practices** :Understanding ofIT service management (ITSM) frameworks such as ITIL is a plus + **Available to work across** **time zones** :Willingness to work acrossdifferent time zonesasrequiredto support global operations ​ **Preferred Qualification** + **Analytical Thinking** : Strong attention to detail toidentifytrends, assess case quality, andrecommend improvements. + **Communication & Collaboration** :Ability to present insights effectively and engage cross functional teams. + **Accountability & Initiative** : Independent, proactive, and solution-driven mindset. + **Courage** : Willing to engage in tough conversations,challenge the status quo and offer feedback. + **Customer Impact** : Passionate aboutimproving technical support deliverythroughservice excellence. + **Growth Mindset** : Committed to continuous learning, improvement, and innovation. \#LI-NB1 **Learn More** **About Autodesk** Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made. We take great pride in our culture here at Autodesk – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world. When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us! **Salary transparency** Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package. **Sales Careers** Working in sales at Autodesk allows you to build meaningful relationships with customers while growing your career. Join us and help make a better, more sustainable world. Learn more here: https://www.autodesk.com/careers/sales **Diversity & Belonging** We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging **Are you an existing contractor or consultant with Autodesk?** Please search for open jobs and apply internally (not on this external site).