27 days old

Quality Analyst

Multiple Cities, Multiple
  • Job Code
    245489BR

Introduction
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.


Your Role and Responsibilities
As Quality Analyst, you are responsible for driving Defect Prevention, CSAT improvement, Quality Tele-monitoring and process improvements based on historical data analysis and trending. You will drive consistency of business processes and ensure the CSRs are working and adhering to the defined processes. You will work with the First Line Managers and Operations Managers in driving process improvements, feedbacks and compliance to process BPMS
  • Improving the quality of the process by implementing Defect Prevention methodologies, identifying wastes and driving process improvement actions
  • Creating a quality culture, keeping people focused on understanding the customers needs
  • Comes up with solutions that address or exceed client needs and expectations and develop a close working relationship with the CSC Quality lead and other Quality Specialists in the Centre
  • Initiate changes in procedures to continually improve performance and participate in the appropriate center wide meetings
  • Regularly present to team and management team on Quality Improvements and conduct team huddles to discuss the individual and team performance.
  • Conduct Calibration Sessions with the Ops team to be on the same page

Culture

IBM is committed to crafting a diverse environment and is proud to be an equal opportunity employer. You will receive consideration for employment without regard to your race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We are committed to compliance with all fair employment practices regarding citizenship and immigration status.



Required Technical and Professional Expertise
  • 3+ years overall experience and relevant experience of 2+ years as Quality analyst
  • Validated experience in driving the Quality Call Process (call monitoring) and ensure feedback is being given
  • Proven expertise in owning and driving the Documentation Check Process (ticket checks) and in the process ensuring the team is focused on updating tickets frequently.
  • Proficient in assisting the team with the handling ticket records, ticket to call, dispatch tickets, documentation standards and correct CTI usage
  • Demonstrated ability to perform Root Cause Analysis and find out the top defect areas, rolling out action plans accordingly
  • Six Sigma certified data analyst with understanding of lean and agile concept



Preferred Technical and Professional Expertise
  • You know how to build trust and communicate effectively with executives, along with day-to-day users of the software
  • You love collaborative environments that use agile methodologies to encourage creative design thinking and find innovative ways to develop with cutting edge technologies
  • Ambitious individual who can work under their own direction towards agreed targets/goals and with creative approach to work
  • Intuitive individual with an ability to manage change and proven time management
  • Proven interpersonal skills while contributing to team effort by accomplishing related results as needed





About Business Unit
At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking.If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS isthe place for you!


Your Life @ IBM
What matters to you when youre looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.


About IBM
IBMs greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.


Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.


Being You @ IBM
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, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Industry

  • Computers Software and Hardware
Posted: 2019-12-24 Expires: 2020-01-23

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Quality Analyst

IBM
Multiple Cities, Multiple

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