Global Contact Center QA Analyst

International Business Machines Corporation; Naga; On-site; PHP 300,000 - 600,000; Full time

Job summary

International Business Machines Corporation (IBM) in the Philippines seeks a quality analytics professional to support QA reviews, data analysis, and process improvement. You will coordinate with global teams, prepare QA reports, and help maintain standardized procedures while assisting internal and external customer relationships.

Training and skills development are emphasized. The role requires strong analytical abilities, excellent communication, and multi-tasking capability within a global

Qualifications

• Confident, poised and professional 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 performance.
• Attention to detail and active listening skills.
• Ability to multi-task and rapidly learn diverse tasks/responsibilities.
• Knowledge of project management is a plus.
• Knowledge of Quality Tools and Techniques (TQM, Six Sigma) and Process Training or both is a plus.

Responsibilities

• Conducts quality reviews and assists in monitoring and enforcement of procedures.
• Prepares and presents performance analyses, QA reports, and other quality information.
• Analyzes defects or improvement opportunities and develops corrective action recommendations.
• Documents workflows, changes, and procedures with full data support for QA results.
• Coordinates with operations leaders, trainers, and owners to share QA results timely.
• Assists in managing customer relationships, internal and external.
• Leads or participates in training to maintain standard procedures.
• Performs any other tasks as assigned by supervisor/manager.

Skills

QA monitoring

Data analysis

Customer management

Communication skills

Multi-tasking

Learning agility

Project management

Six Sigma knowledge

Tools

Quality Tools (TQM, Six Sigma)

Process Training

Job description

International Business Machines Corporation (IBM) in the Philippines seeks a quality analytics professional to support QA reviews, data analysis, and process improvement. You will coordinate with global teams, prepare QA reports, and help maintain standardized procedures while assisting internal and external customer relationships.

Training and skills development are emphasized. The role requires strong analytical abilities, excellent communication, and multi-tasking capability within a global