Quality Analyst- Software Support

Job Title: Quality Analyst- Software Support
Contract Type: Permanent
Location: Tokyo, Japan
Industry: IT
Salary: 7000000 - 9000000
Reference: 10366
Contact Name: Vinod Kumar
Job Published 21th Mar 2019


Company Information

Our Client is recognized as a leader in software product development by independent research agencies. Headquartered in the United States, Company employs over 15,000+ IT professionals, servicing clients worldwide utilizing its award-winning global delivery platform, and its locations in over 20 countries. The company was ranked by Forbes as among the top 25 Fastest-Growing Tech Companies.

Individuality is key and the company is driven by motivated people with desire to grow, as they do not believe in micro-management.

They are interested in individuals who want to grow, develop, innovate and learn.


  • 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
  • Formulates process framework, implements and ensures conformance/compliance to the organization's Quality Management System in alignment with corporate/industry standards

Required skills

  • At least 3 years of relevant experience as 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
  • Consistently meets deadlines
  • Analyze and creates 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 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
  • Background in SQL


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