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シニアQAエンジニア / Senior Technical Quality Reviewer (JP/EN) 正社員【外資系大手 IT企業】東京勤務 (日本語/英語)

Job Title: シニアQAエンジニア / Senior Technical Quality Reviewer (JP/EN) 正社員【外資系大手 IT企業】東京勤務 (日本語/英語)
Contract Type: Permanent
Location: Tokyo
Industry:
IT
Reference: 2173
Contact Name: Ruby Lin
Job Published: October 25, 2018 14:23

Job Description

Description

【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

Requirements

【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

Job details

Salary
¥7,000,000 Yearly ~ ¥10,000,000
Language requirement
Japanese (Japan) (Fluent), English (Business)
Visa requirement
Japan