Skip To Main Content
backBack to Search

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