Contact Center QA Analyst

IBM; Philippines; In loco; PHP 400.000 - 800.000; Tempo pieno

Descrizione del lavoro

IBM Consulting in the Philippines is seeking a driven Quality Assurance professional to uphold rigorous standards across client engagements. You will conduct quality reviews, prepare performance analyses and QA reports, and monitor process adherence to defined procedures.

You will analyze defects and opportunities for improvement, document workflows, and coordinate with operations leaders to share QA results and training efforts.

Competenze

• Bachelor's degree or equivalent in a relevant field.
• Strong communication and customer management skills.
• Analytical and problem-solving abilities.
• Attention to detail with thorough documentation.
• Willingness to learn and adapt in a global environment.
• Knowledge of quality tools (TQM, Six Sigma) is a plus.

Mansioni

• Conducts quality review and monitors procedures at all times.
• Prepares performance analyses, QA reports, and quality metrics.
• Analyzes defects and opportunities for improvement; recommends corrective actions.
• Documents workflows and maintains data supporting QA activities.
• Coordinates with operations leaders to share QA results and analyses.
• Assists in managing customer relationships (internal and external).
• Leads or assists training to maintain standard procedures.
• Other tasks as assigned by supervisor/manager.

Conoscenze

Confidence and professionalism

Learning agility

Communication skills

Customer management

Meeting facilitation

Relationship building

Analytical reasoning

Attention to detail

Multi-tasking

Project management knowledge

Quality tools (TQM/Six Sigma)

Formazione

Bachelor's Degree

Descrizione del lavoro

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.

Preferred Education

Bachelor's Degree

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.