Senior QA Support Engineer

We are looking for a proficient Senior QA Support Engineer to join our dynamic team.
In this position, the engineer will play a crucial role in promoting a quality-focused environment within the organization. The ideal candidate will take charge of conducting audits, reviewing cases, coaching agents, and enhancing quality assurance operations through innovative strategies and project management.

#LI-DNI

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

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.