Contact Center QA Analyst

Job description

Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results.

Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Your role and responsibilities

What you need to know:

• Conducts quality review and assists in the monitoring and enforcement of proper procedures and protocols at all times.
• Prepares and presents performance analysis, QA reports, and/or other information on quality performance.
• Analyzes defects or improvement opportunities within the process and individual performance, and develop recommendations for corrective action.
• Documents workflows, changes, and procedures. Ensures full documentation of all data supporting the quality monitoring activities.
• Maintain close coordination with all operations leaders (Process Expert/TL/Manager), Process Trainer/s, and Process Owners to ensure the accurate and timely sharing of QA results and analysis.
• Assists in managing customer relationships both internal and external.
• Assists or leads training efforts to maintain consistent and accurate standard procedures.
• Any other tasks that may be assigned by the supervisor/manager. Required technical and professional expertise
• Confidence, poise, and professionalism when interacting with customers and leaders in a global environment.
• Willingness to learn new skills, both quantitative and qualitative in focus.
• Strong communication, customer management, and meeting facilitation skills.
• Ability to establish effective relationships with customers and operations team members.
• Strong analytical and reasoning skills.
• Ability to act impartially in the evaluation of process and individual performance.
• Strong attention to details and listening skills.
• Demonstrated the ability to multi-task and rapidly learn diverse tasks/ responsibilities.
• Knowledge in project management is a plus.
• Knowledge of Quality Tools and Techniques (TQM, Six Sigma, etc) and Process Training or both is a plus. IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.