Quality Analyst / Infra en Terss

Quality Analyst / Infra Level 2 Job Description 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 Required skills MUST HAVE 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