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Cloud Support Quality Analyst (Cross-Functional Role – Bilingual English/Japanese or English/Korean)
Kuala Lumpur
Job No. r00255145
Full-time
Job Description
#LI-GM
Job Title: Cloud Support Quality Analyst (Cross-Functional Role – Bilingual English/Japanese or English/Korean)
Client & Project Overview:
We are seeking a Cloud Support Quality Analyst to join our Cloud Engineering team supporting the ABC Workspace Support project for our client. 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:
Evaluate and assess TSR responses and resolutions to customer cases via phone, email, and chat, ensuring alignment with defined quality standards and technical accuracy.
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.
Ensure adherence to standard operating procedures (SOPs), best practices, and compliance requirements when handling cloud-based applications and infrastructure.
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.
Qualifications
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.
Familiarity with cloud-based applications running on Google Cloud Platform (GCP).
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.
