Quality Analyst / Infra en Terss
Sueldo oculto
Jalisco
Empleado de tiempo completo
Nivel de Inglés: Nivel Avanzado
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