<品質アナリスト> 憧れのIT業界 (#2386)

Creo Consulting, LLC

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Manage IT project and assure the quality of service for the assigned team. Train help desk members and analyze feedback from clients. Must have experience with VMs (Google Compute Engine, VMware, Amazon, EC2, etc.)[

Type of employment: 正社員 / Full Time
Language: English 日本語
Job Description: - 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.
Job Location: Austin, TX
Work hours: 8:00 a.m. - 5:00 p.m. (Please ask)
Salary: $100,000 - 105,000 / Year
Holidays/Vacation: Paid Vacation, Sick Leave,
Job Requirements: - 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);
Benefits: Health, Dental, Vision, Life, Long/Short term, 401K

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