포지션 : Senior Technical Quality Reviewer

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 support requests (or as otherwise stated) in accordance with KPIs and SLAs
• Provide additional case scrubs as needed and/or requested by the client
• Ensure accuracy of CSAT (Customer Satisfaction) and PPH (Productivity Per Hour) metrics
• Assist Team Managers in analyzing all DSATs (Dissatisfaction reports) 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 Quality Analysis debrief meeting when on rotation

Required skills

 
Quality Analyst  profile + requirements of one of the technical profiles (Developer or SysAdmin/Network)
 

• 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
• Deep understanding of Service Desk documentation design standards
• Expected to be able to follow and understand a defined ITIL/ITSM process, train other team members, and contribute in process improvement

 
 

Developer Profile

REQUIREMENTS

• Bachelor’s degree or above

• Having at least 3+ years’ experience fully as Developer Engineer or a combination of Networking and Development
• Proficient in at least one of Java, Python, PHP or Go
• Ability to read and understand code and able to write code samples to reproduce customer issues
• Familiarity with cloud computing
• Familiarity with web protocols (HTTP, TLS, etc.)
• Familiarity with SQL
• Handling high severity issues and troubleshooting experience
• Experience working on production environments & client facing

 
 
NICE TO HAVE:

• Experience with Platform as a­ Service (PaaS)
• Familiarity with parallel/distributed computing (NoSQL, Map Reduce, etc.)
• Familiarity with modern API technologies

 

SysAdmin/Network profile

REQUIREMENTS

• Bachelor’s degree or above
• Having at least 3+ years’ experience fully as Systems Engineer or a combination of Networking and Sysadmin
• Strong knowledge of Linux/UNIX and Windows Server
• Familiarity with shell scripting
• Familiarity with multi-tasking and multi-processing
• Capable to setup monitoring, conduct performance audit and performance optimization
• Strong understanding of administration (user accounts, permission models, access control)
• Familiarity with networking (NAT, DNS, firewalls, basic routing, load balancing, etc.)
• Experience troubleshooting Linux performance (CPU, memory, I/O)
• Strong troubleshooting skills and familiarity with common Linux troubleshooting tools (vmstat, iostat, lsof, strace)
• Familiarity with SQL
• Familiarity with cloud computing
• Strong business ownership and customer focus.

 
NICE TO HAVE:
 

• Experience with VMs (Google Compute Engine, VMware, Amazon EC2, etc.
• Familiarity with BigQuery, Cloud Storage and CloudSQL.
• Coding ability in one or more languages (Java, Python, C++, etc).
• Familiarity with software commonly used on VMs (MongoDB, Hadoop, etc).
• Experience in deploying and managing distributed systems and clusters.
• Familiarity with web and mail protocols (HTTP, TLS, SMTP, etc).
• Expected to be able to follow and understand a defined ITIL/ITSM process, train other team members, and contribute in process improvement.