CSE Support QA Trainee

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. 

Due to COVID-19, our office associates are currently working from home. Keeping in mind the overall health and safety of our associates and candidates, we’ve implemented a virtual hiring process and continue to interview candidates by phone or video and are onboarding new hires remotely. 

Ingram Micro is an inclusive Equal Employment Opportunity employer, with a focus on Diversity, Equity & Inclusion. We consider applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disability, or any other characteristics protected by law. If you require accommodations or assistance to complete the online application process, please reach out to the Talent Acquisition Specialist/Job Poster and identify the type of accommodation or assistance you are requesting. We will try our best to make these accommodations. Please do not include any medical or health information in this email.  

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