QA Support Engineer
Application Support, Application Support Tools, Quality Management, Analytics & Insight, Communication
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.
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
Benefits
- International projects with top brands
- Work with global teams of highly skilled, diverse peers
- Healthcare benefits
- Employee financial programs
- Paid time off and sick leave
- Upskilling, reskilling and certification courses
- Unlimited access to the LinkedIn Learning library and 22,000+ courses
- Global career opportunities
- Volunteer and community involvement opportunities
- EPAM Employee Groups
- Award-winning culture recognized by Glassdoor, Newsweek and LinkedIn