Quality Assurance Analyst — Process & Performance Coach

IBM Business Services, Inc.; Naga; On-site; PHP 279,000 - 502,000; Full time

Job summary

IBM Business Services, Inc. is seeking a Quality Assurance Analyst to monitor processes, enforce procedures, and analyze quality performance. The role emphasizes QA reporting, defect analysis, and thorough documentation of workflows and data supporting QA activities.

You will collaborate with operations leaders to ensure timely sharing of QA results, assist in customer relationship management, and contribute to training to uphold standard procedures across the organization.

Qualifications

• Experience conducting quality reviews and monitoring procedures.
• Ability to prepare QA reports and performance analyses.
• Strong documentation of workflows and data supporting QA activities.
• Coordinate with operations leaders and process owners to share QA results.

Responsibilities

• 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 Trainers, 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.

Skills

Quality Assurance

Data Analysis

Documentation

Stakeholder Coordination

Training

Customer Service

Job description

IBM Business Services, Inc. is seeking a Quality Assurance Analyst to monitor processes, enforce procedures, and analyze quality performance. The role emphasizes QA reporting, defect analysis, and thorough documentation of workflows and data supporting QA activities.

You will collaborate with operations leaders to ensure timely sharing of QA results, assist in customer relationship management, and contribute to training to uphold standard procedures across the organization.