24 days old

Support Center Quality Analyst

София, SOFIA 1000
  • Job Code
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. To lead in this new era of technology and solve some of the world's most challenging problems.

Your Role and Responsibilities
For our fast-growing multi-vendor support team, were looking to hire Support Center Quality Analyst with client-first mindset and eager to learn. Successful candidates will perform quality analysis using variety of methods and tools, listen to live calls and/or replays, analyze case logs, rate performance based on predefined criteria, present analysis of quality issues and trends, propose and implement corrective actions. He/she will participate in the development and continuous improvement of quality management framework and related documents. Work on shifts is expected as required to meet the business needs.

  • Develop/maintain/improve support center quality framework, processes and documentation
  • Develop/maintain/improve quality checklists, scorecards and rating system
  • Learn and understand support center processes and tools
  • Perform live and recorded call monitoring and assessment
  • Perform support request reviews based on case notes
  • Track and report results of monitoring and review activities, rate individuals for their language, communication and process adherence
  • Analyze data & perform a root cause analysis, propose improvement actions
  • Analyze trends on team and individual level, propose improvement actions
  • Develop and implement quality improvement programs and activities
  • Other duties as assigned associated with support center process, quality and KPI improvements

Required Professional and Technical Expertise
Skills and competencies:
  • Customer-first mindset with high sense of ownership
  • Excellent problem solving skills and analytical thinking, ability to spot trends and identify opportunities
  • Excellent command of spoken and written English (C1-C2 level)
  • Excellent interpersonal, presentation and communication skills
  • Excellent leadership, organization, and planning skills
  • Experience within a Technical Support Center environment
  • Experience developing/improving quality processes and procedures
  • Good computer literacy, including MS Office (Word, Excel and PowerPoint)
  • Positive approach to change and ability to promote new ideas/innovation
  • Flexibility and ability to deliver in demanding and changing circumstances
  • Focused & results orientated

Preferred Professional and Technical Expertise
  • Bachelor's Degree (or equivalent) in relevant subject
  • At least 1 year of experience as quality analyst or similar role is a plus
  • ITIL knowledge and/or certification is a plus

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 this 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.


  • Computers Software and Hardware
Posted: 2019-08-29 Expires: 2019-09-28

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Support Center Quality Analyst

София, SOFIA 1000

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