Contact Center QA & Process Improvement Analyst

International Business Machines Corporation; 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

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.