Description
Description
CSE Support QA Trainee
CloudBlue is a technology solution startup born from the need to digitally transform a multi billion-dollar enterprise. The CloudBlue platform orchestrates ecosystems for customers worldwide, including the largest B2B Cloud Marketplace in the world. We have spent 15+ years innovating and investing in digital transformation, subscriptions, and multi-level partner ecosystems. Today, hundreds of customers rely on CloudBlue to orchestrate their ecosystems and scale their businesses globally.
By joining the CloudBlue team, you’ll be playing a significant role in our growth, having an opportunity to make an immediate impact on the business. Our entrepreneurial scope means we operate with the agility of a high growth start-up, but with the confidence & backing of a Fortune 100 corporation, Ingram Micro.
At CloudBlue you'll work with a diverse and multi-cultural team that spans cultures, continents, and time zones to serve our global customer base. You’ll be a part of a culture that emphasizes trust, open communication, and continuous learning.
CloudBlue is seeking a talented QA Intern with a superb technical acumen and can-do attitude focused on supporting the hyper-growth of our infinite ecosystems of SaaS and IaaS solutions.
In this ‘where the rubber hits the road’ role, I am instrumental in supporting the world’s LARGEST Cloud Marketplace. I get to work alongside a respected, high-performance, and highly collaborative Cloud Support Engineering team and further collaborate with internal and external stakeholders. I play a large part in reducing gaps in quality, empowering associates, and increasing operational efficiency.
Responsibilities:
- Work with our QA Specialist to champion team quality standards by designing, developing, and measuring agent quality using scorecards and best practices.
- Track, analyze a large volume of tickets and conduct quality transactions.
- Working on the Quality Assurance platform (Evaluagent) to perform audits, create dashboards and prepare/share insights.
- Working with PowerBI and other business intelligence software to create customer dashboards and reports.
- Working with API integration between our ticket handling platform and BI software.
- Build and deliver executive reports and presentations to multiple stakeholders.
- Document, publish and maintain knowledge-base articles to help optimize the workforce.
- Working with Operational Management team to ensure a professional experience that balances quality expectations and employee development.
- Designing, implementing and ensuring timely completion of appropriate statistical reports and packages for review by Supervisor and/or Leadership Team.
- Validating and producing customized and ad hoc reports with Supervisor, as required.
- Appropriately identifying potential issues or "at risk" individuals; develops, implements, and supports where appropriate assistance, coaching and development plans and to assist the supervisory team in a performance improvement plan if necessary.
Requirements:
- Strong communication skills in English, both verbal and written
Focus Areas:
- Linux experienceUnderstanding of Six Sigma principles and standards
- Understanding of data analysis, PowerBI and other business intelligence platform
- Understanding of Excel features like vLookup, pivot table, etc.
- Reporting and presentation skills
- Strong organisational and management skills
- Understanding of ITIL processes
- Technical troubleshooting skills
- Development of process workflows and operational readiness of services and systems
- Collaborative skills with internal and external stakeholders
- Strong Attention to detail
- Self-motivated and proactive in performing duties
- Previous experience working with Freshservice and JIRA.
- Previous experience working with Confluence.
We value creativity, enthusiasm and proactiveness to achieve results.
LI-MBS