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)
- Versátil 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 more

📌 Senior Qa Support Engineer (Guadalajara)
🏢 Epam Systems
📍 Guadalajara