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Quality Analyst Mexico City, Mexico

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Quality Analyst Description

Job #: 66343
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.

DESCRIPTION



You are curious, persistent, logical and clever – a true techie at heart. You enjoy living by the code of your craft and developing elegant solutions for complex problems. If this sounds like you, this could be the perfect opportunity to join EPAM as a Quality Analyst/ Big Data. Scroll down to learn more about the position’s responsibilities and requirements.

Responsibilities

  • Builds and promotes a quality-oriented culture in the organization, through innovative quality infra-structure, communications, awareness programs, and training
  • Facilitates and conducts audits, analyzes audit findings, suggests actions to improve the quality of products and services, and tracks for closure
  • Review 1 in every 4 cases (or as otherwise stated) in accordance with KPIs and SLAs
  • Provide additional case scrubs as needed and/or requested by Google
  • Ensure accuracy of CSAT and PPH metrics
  • Assist Team Lead in analyzing all DSATs received by team members
  • Coach agents 1:1 and 1:many on all quality related topics
  • Group coaching for widespread QA problems
  • Follow up on feedback submitted through case flagger
  • Own, prepare content, and present quality reporting for WBR/MBR/QBR
  • Identify QA challenge areas, overseeing projects to address these issues, measuring the impact of these initiatives
  • Escalate issues to client’s QA POC as needed
  • Meet with client’s QA POC as needed
  • Meet with client’s Global Quality group on a biweekly, or otherwise stated, basis
  • Lead weekly QA debrief meeting when on rotation

Requirements

  • SysAdmin or Developer
  • Cloud knowledge (any)
  • Solid communication
  • Willingness to work in support related audits

Nice to have

  • At least 1 year of relevant experience as Quality Analyst in an IT service desk environment
  • Experience in creation and implementation of new workflow instructions, other support service documentation
  • Effective communicator who is willing and capable to provide discipline and direction to team members who fail to follow established standards of work performance and conduct
  • Consistently meets deadlines
  • Great analytic skills in QA reporting; incorrect or missing product categorizations, missing resolutions and tracking of QA
  • Daily evaluations and audits
  • Analyze and create ideas and perspectives to help improve overall team performance
  • Develops an understanding of the challenges in each department
  • Willing to take on new responsibilities to meet changing business demands
  • Expected to be self-managing and play a role model for other team members
  • Excellent communication skills required
  • Ability to provide reports and KPIs on specific processes upon request
  • Capable to use new techniques to improve quality in the team
  • Rapid response to changes in support team and product for the team
  • Proven experience managing technical environments, IT services
  • Strong business ownership and customer focus

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
  • 10 vacations days plus 2 floating days
  • Official Mexican holidays, plus two extra holidays (December 24th & 31st)
  • Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more
  • 30 days of salary End of Year bonus
  • Monthly non-taxable amount for the electricity and internet bills

Conditions

  • By applying to our role, you are agreeing that your personal data may be used as in set out in EPAM´s Privacy Notice (https://www.epam.com/applicant-privacy-notice) and Policy (https://www.epam.com/privacy-policy)

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