Senior QA Support Engineer Guadalajara, Mexico or Remote

Responsibilities

• Create and support a quality-focused culture through communication, awareness initiatives, and training
• Organize and perform audits, examine results, propose enhancements, and monitor outcomes
• Examine 1 in every 4 cases according to KPIs and SLAs
• Conduct extra case reviews when necessary
• Maintain precision in Customer Satisfaction (CSAT) assessments
• Support Team Lead in evaluating dissatisfaction reports (DSATs)
• Train agents individually and collectively on quality-focused subjects
• Pinpoint areas of QA difficulties and manage projects to resolve these issues
• Assess the effectiveness of QA programs
• Pursue feedback given through case flagging

Requirements

• Minimum of 3 years of experience in QA operations
• Proficient communicative abilities for providing discipline and direction
• Qualifications in QA reporting and analytics
• Capability to assume additional responsibilities as business needs develop
• Self-management skills and role-model behavior for the team
• Exceptional communication skills
• Capability to provide reports and KPIs for specific processes on demand
• Familiarity with methods to improve team quality
• Quick adaptability to changes supporting team and products
• Demonstrated history managing technical environments and IT services
• Strong emphasis on business ownership and customer satisfaction
• Training team members and enhancing ITIL/ITSM processes as required

Nice to have

• Understanding of ITIL/ITSM process enhancement
• Demonstrated experiences as a role model in a technical team
• Previous involvement in projects aimed at boosting customer satisfaction

We offer

• Career plan and real growth opportunities
• Unlimited access to LinkedIn learning solutions
• International Mobility Plan within 25 countries
• Constant training, mentoring, online corporate courses, eLearning and more
• English classes with a certified teacher
• Support for employee’s initiatives (Algorithms club, toastmasters, agile club and more)
• Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)
• Flexible work schedule and dress code
• Collaborate in a multicultural environment and share best practices from around the globe
• Hired directly by EPAM & 100% under payroll
• Law benefits (IMSS, INFONAVIT, 25% vacation bonus)
• Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)
• 13 % employee savings fund, capped to the law limit
• Grocery coupons
• 30 days December bonus
• Employee Stock Purchase Plan
• 12 vacations days plus 4 floating days
• Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
• Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more