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We are looking for a proficient **Senior QA Support Engineer** to join our dynamic team.**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)- 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 moreEPAM 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.
