Overview: SolarWinds MSP is the world’s leading SaaS based Software Developer for IT Service Management. We have a passion for helping IT professionals to get control over an increasingly fragmented technology landscape—to deliver business advantage for their customers and organizations. Our integrated IT Service Management platform is cloud-based, full-featured and easy-to-implement via a simple unified dashboard. Responsibilities Complete audits for members of the technical support and customer success teams as assigned; Providing data that can be used to identify: Gaps in soft skills Gaps in technical knowledge Ways to create greater workflow optimization Ways to reduce customer effort and increase customer satisfaction Actively participate in calibration sessions to ensure consistent alignment between quality analysts, the QA manager, and the managers of the customer success and technical support teams Collaborate with members of the Success Enablement team and local managers to complete investigatory work, analyzing team performance issues and providing recommendations for improvements Coach members of the technical support and customer care teams as needed to improve service skills and the customer experience Assist the team in creating and host small group workshops on service and case management skills Complete additional projects as assigned Qualifications Minimum of 2 years of experience in a quality analyst/auditor role Performance coaching experience preferred High School Diploma required, technical degree preferred Knowledge of technical support principles and practices Ability to work on own initiative and effectively in a team environment Strong time management ability, and ability to prioritize your workload Strong attention to detail Data collection and analysis skills