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Quality Analyst (Japanese + English)

Austin, TX, USA

Ranked as #12 on Forbes’ List of 25 Fastest Growing Public Tech Companies for 2017, EPAM is committed to providing our global team of over 25,900+ EPAMers with inspiring careers from day one. EPAMers lead with passion and honesty, and think creatively. Our people are the source of our success and we value collaboration, try to always understand our customers’ business, and strive for the highest standards of excellence. No matter where you are located, you’ll join a dedicated, diverse community that will help you discover your fullest potential.

DESCRIPTION


You are curious, persistent, logical and clever – a true techie at heart. You enjoy living by the code of your craft and developing elegant solutions for complex problems. If this sounds like you, this could be the perfect opportunity to join EPAM as a Quality Analyst (Japanese + English). Scroll down to learn more about the position’s responsibilities and requirements.

EPAM Systems provides 24/7 support service for major cloud platform users. Support team is distributed between multiple locations. We are hiring people to extend support in the Japanese language.

What You’ll Do

  • Review support tickets based on set of technical and non-technical criteria;
  • Ensure quality of support service by providing feedback to agents on communication and technical skills;
  • Assist team leads in analyzing negative feedbacks provided by customers in support cases;
  • Coach agents 1:1 and 1: many on all quality related topics;
  • Participate in quality review sessions with management team;
  • Formulate process framework, implements and ensures conformance/compliance to the organization's quality management system in alignment with corporate/industry standards.

What You Have

  • Excellent oral and written English and Japanese communication skills;
  • At least 3 years of relevant experience as a Quality Analyst in an IT service desk environment;
  • Experience in creation and implementation 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;
  • Able to consistently meet deadlines;
  • Able to analyze and create ideas and perspectives to help improve overall team performance;
  • Able to develop 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 role model for other team members;
  • Excellent communication skills required for new workflow processes setup;
  • ITIL Foundation Certification (v3 or higher);
  • 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;
  • Experience with VMs (Google Compute Engine, VMware, Amazon, EC2, etc.);
  • Ability to read and understand code and able to write code samples to reproduce customer issues.

Nice to have

  • Experience working on environments that include support of cloud providers (AWS, Google, Azure, etc.);
  • Mentoring and team building expertise;
  • Deep understanding of Service Desk documentation design standards;
  • Understanding of the Scrum main terms (standup, retrospective, backlog, iteration, etc.) and principles;
  • ITIL Service Strategy, Service Transition, Service Operations, Continual Service Improvement is a big plus.

What We Offer

  • Medical, Dental and Vision Insurance (Subsidized);
  • Health Savings Account;
  • Flexible Spending Accounts (Healthcare, Dependent Care, Commuter);
  • Short-Term and Long-Term Disability (Company Provided);
  • Life and AD&D Insurance (Company Provided);
  • Employee Assistance Program;
  • Matched 401(k) Retirement Savings Plan;
  • Paid Time Off;
  • Legal Plan and Identity Theft Protection;
  • Accident Insurance;
  • Employee Discounts;
  • Pet Insurance.