305 King St W
Suite 1100
Kitchener, ON N2G 1B9
Canada
QA Support Engineer Mexico City, Mexico or Remote
QA Support Engineer Description
We are seeking a skilled QA Support Engineer to join our dynamic team.
In this role, the engineer will be instrumental in fostering a quality-oriented culture within the organization. The successful candidate will be responsible for conducting audits, reviewing cases, coaching agents, and improving quality assurance practices through innovative strategies and project oversight.
#LI-DNI
Responsibilities
- Build and promote a quality-oriented culture through communication, awareness programs, and training
- Facilitate and conduct audits, analyze findings, suggest improvement actions and track resolutions
- Review 1 in every 4 cases in accordance with KPIs and SLAs
- Provide additional case scrubs when required
- Ensure accuracy in Customer Satisfaction (CSAT) evaluations
- Assist Team Lead in analyzing dissatisfaction reports (DSATs)
- Coach agents individually and in groups on quality-related topics
- Identify areas of QA challenges and oversee projects that address these issues
- Measure the impact of QA initiatives
- Follow up on feedback received through case flagging
Requirements
- 3+ years of experience in QA practices
- Effective communicative abilities to provide discipline and direction
- Competency in QA reporting and analytics
- Flexibility to take on new responsibilities as business needs evolve
- Capability to self-manage and set an example for other team members
- Excellent communication skills
- Ability to provide reports and KPIs for specific processes upon request
- Understanding of techniques to enhance team quality
- Quick adaptation to changes supporting team and products
- Proven experience managing technical environments and IT services
- Strong focus on business ownership and customer satisfaction
- Expected to follow and understand ITIL/ITSM processes, train team members and improve these processes
Nice to have
- Background in ITIL/ITSM processes improvement
- Showcase of previous roles as a role model within a technical team
- Previous experience in customer satisfaction improvement projects
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
EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.
By applying to our role, you are agreeing that your personal data may be used as in set out in EPAM´s Privacy Notice and Policy.
