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 processesNICE 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 projectsWE 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

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