Quality Assurance Analyst

Mexico City, Mexico

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 24,000 people 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.


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 Assurance Analyst. Scroll down to learn more about the position’s responsibilities and requirements.


  • Drive continuous quality improvement through strategy, quality management systems and metrics for measurable results to achieve customer delight;
  • Build and promote a quality-oriented culture in the organization, through innovative quality infrastructure, communications, awareness programs, and training;
  • Formulate process framework, implement and ensure conformance/compliance to the organization's Quality Management System in alignment with corporate/industry standards;
  • Strategize, plan, facilitate and conduct audits, analyze audit findings, suggest actions to improve quality of products and services, and track closures;
  • Play a key role in designing of the quality strategy and ensure that all areas of the business unit perform to the defined standards;
  • Create and define metrics strategy, consolidate various metrics parameters, analyze trends, identify/develop corrective/preventive actions plans to influence improved business performance, and customer satisfaction;
  • Manage the QA team performance in a service desk; provide adequate training, coach, counsel and motivate the team;
  • Work in architecture, definition, facilitation and implementation of quality processes and standards in alignment with business objectives by adopting best practices from industry standards/models, for a service desk;
  • Analyze and create ideas and perspectives to help improve overall team performance;
  • Develop an understanding of the challenges in each department;
  • Do comfortable shifts;
  • Support 24X7 (two shifts);
  • Work at customer offices.


  • At least 3 years 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;
  • Great analytic skills in QA reporting; incorrect or missing product categorizations, Missing resolution and tracking of QA Daily evaluations and audits;
  • 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 set up;
  • 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.

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 Scrum main terms (standup, retrospective, backlog, iteration, etc.) and principles;
  • ITIL Service Strategy, Service Transition, Service Operations, Continuous Service Improvement is a big plus.

We offer

  • Career plan and real growth opportunities;
  • International Mobility Plan within 25 countries;
  • Constant training, mentoring, online corporate courses, eLearning and more;
  • English classes with certified teacher;
  • Support for employee’s initiatives (Algorithms club, toastmasters, agile club and more);
  • Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more);
  • Flexible work schedule and dress code;
  • Collaborate in a multicultural environment and share best practices from around the globe;
  • Hired directly by EPAM & 100% under payroll;
  • Law benefits (IMSS, INFONAVIT, 15 days December bonus, 25% vacation bonus);
  • Personal insurance: Life, Major medical expenses with dental & visual coverage;
  • 13 % employee savings fund;
  • Grocery coupons (added to the monthly benefits once the probation period has been passed);
  • 10 vacations days plus 2 floating days;
  • Official Mexican holidays, plus two extra holidays (December 24th & 31st);
  • Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more.