Quality Escalation Manager in Bucuresti

Description and Requirements The Quality Escalation Manager is a technical project manager who is engaged to help resolve customer complaints / critical situations. The QEM is typically engaged to drive resolution for situations involving complex, technical issues where coordination amongst different cross-functional teams is required. Position will be focused on problem determination and problem resolution with the server memory subsystem. Key Responsibilities:Quickly assess and prioritize proactive customer issues based on severity and impact on business operations.Develop a plan schedule for proactive activity.Work closely with cross-functional teams, including Customer Support, Engineering, Product Management, and Sales, to resolve customer proactive issues in a timely manner.Recommendations for process improvements and product enhancements.Communicate proactively with customers to provide status updates and resolutions to their proactive issues.Document and maintain accurate records of proactive case, resolutions, and actions taken.Qualifications:Proven experience in a customer-facing role, preferably in a technical support or customer service environment.Strong problem-solving and decision-making skills with the ability to think critically under pressure.Excellent communication and interpersonal skills, with the ability to effectively interact with customers and internal teams.Demonstrated ability to prioritize and manage multiple critical issues simultaneously.Experience working with cross-functional teams and managing complex projects.Products/services and technical troubleshooting skills preferred.Certification in Customer Service or related field is a plus.What we offer:Annual salary review and bonus pay-out based on performance evaluationPrivate medical insurance (covered 100% for employees)Between 21 and 28 vacation days per year according to the total years of services2 sick days per yearAdditional paid leave time for all employees for the Public Holidays that are on weekend daysAdditional paid leave time for employees who have childrenInternational team, skills developmentHybrid working model, flexible schedule