Cloud Support Quality Analyst

The role is focused on ensuring high-quality service delivery by analyzing, reviewing, and improving support responses and resolutions provided by technical support representatives (TSRs).

**Key Responsibilities**:

- Conduct quality reviews of support cases to identify trends, areas of improvement, and gaps in technical troubleshooting or customer communication.
- Generate and maintain quality reports, highlighting key performance indicators (KPIs) and providing insights to leadership for decision-making.
- Collaborate with support teams to provide constructive feedback and recommendations for improving service quality and operational efficiency.
- Identify training needs and provide inputs to enhance the team's technical capabilities and soft skills.
- Participate in regular calibration sessions with leadership and training teams to ensure consistent quality standards across the team.
- Monitor case resolution times, ensuring they meet service level agreements (SLAs) while maintaining a high standard of quality.
- Actively contribute to continuous improvement initiatives, identifying automation or process optimization opportunities.
- Stay updated with cloud technology trends and support process enhancements to ensure the team is equipped with the latest best practices.

**Required Qualifications**:

- Bachelor's degree in Engineering (Computer Science preferred) with 2+ years of professional experience in technical support quality analysis.
- Minimum of 4 years of experience in roles involving internal or external cloud support responsibilities.
- Professional cloud certifications (Google Cloud, AWS, Azure) are a major plus.
- Bilingual proficiency in English and Japanese or English and Korean - Required for supporting customers in the region.

**Technical Skills**:
**Programming & Web Development**:

- JSON, YAML, Node.js - Basic to Intermediate.
- HTML, CSS, JavaScript - Basic to Intermediate.
- Python or Java - Basic to Intermediate.
- CI/CD tools and workflows - Basic to Intermediate.

**Security & Authentication**:

- OAuth2, SSL, HTTP headers - Basic.

**Cloud & Systems Infrastructure**:

- Google Cloud Platform (GCP) - Hands-on experience preferred.
- Linux/Unix command-line operations - Basic to Intermediate.
- Linux/Unix system administration tasks (directories, access scopes, symlinks, disk management, partitioning, virtualization, boot process) - Intermediate.

**API & Web Technologies**:

- REST fundamentals - Basic to Intermediate.
- HTTP/gRPC, OAuth tokens, API keys, Postman - Basic to Intermediate.

**Containers & Orchestration**:

- Docker, Kubernetes - Basic to Intermediate.
- Container networking - Basic to Intermediate.
- Systems architecture and cloud infrastructure - Basic to Intermediate.

**Monitoring & Troubleshooting**:

- Linux troubleshooting and logging - Basic to Intermediate.
- File system and device management - Basic to Intermediate.
- Linux networking - Basic to Intermediate.

**Preferred Experience**:

- Experience in quality analysis for cloud support or technical service roles.
- Strong understanding of support metrics such as CSAT, FCR (First Contact Resolution), and SLA adherence.
- Ability to analyze large volumes of data and derive meaningful insights to improve quality.
- Exposure to ITIL processes and best practices in IT service management.
- Excellent written and verbal communication skills for providing feedback and reporting.

**Additional Responsibilities**:

- Work closely with leadership and training teams to implement quality improvement strategies.
- Document and share best practices to foster a culture of continuous learning.
- Proactively suggest enhancements to support workflows and troubleshooting methodologies.

Pay: RM10,000.00 - RM20,000.00 per month

**Benefits**:

- Professional development

Schedule:

- Monday to Friday

Work Location: In person