We are seeking a skilled **QA Support Engineer** to join our dynamic team.
**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
**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 more
EPAM is a leading general 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.

📌 QA Support Engineer (Ciudad de México)
🏢 Epam Systems
📍 Ciudad de México