IBM Business Services – Quality Analyst

Quality Analyst
RESPONSIBILITIES:

* Monitors Process Owners’ performance daily by evaluating transactions based on IBM’s and client’s goals and expectations.
* Provides feedback to Process Owners on quality of service to ensure proper procedures, and compliance expectations are being followed and met.
* Generates regular evaluation reports and daily communication forms to update process Leaders, Trainers, agents and management. Follows up on any action plans to problems /issues documented in the reports.
* Performs internal quality audit in accordance to QMS requirements and review existing documentation
* Attends and participates in meetings with leads and managers to review monitoring and evaluation tasks.
* Attends and participates in calibration sessions (internal and external) to ensure consistency in scoring evaluations.
* Investigates and reports complaints, challenges, obstacles or questions to appropriate groups.
* Communicates with Team Leaders on program changes and communicates actions for feedback purposes.
* Maintains agents evaluation files, at defined retention period, to ensure accurate and consistent documentation is kept for dissemination to other groups and for audit purposes.
* Capture a significant amount of data which will be constantly analysed and reported on to determine if trends are occuring that may need indicate a need for action.
* Performs other duties as assigned

REQUIREMENTS:

* Good oral and excellent written English communication skills.
* Developed computer skills – Word, Lotus Notes, Excel, Explorer, etc).
* Preferrably with advance Excel computing skills
* Good organizational/time management and documentation skills.
* Ability to make fair, objective and consistent judgments and decisions.
* Ability to handle multiple tasks, details, and interruptions. Strong attention to detail.
* Ability to solve problems and offer suggestions.
* Ability to analyze statistical data and offer recommendations.Ability to adhere to all organizational policies and procedures.

IBM Business Services, Inc.
Company Address: 7/F 1800 Bldg. Eastwood City, Libis, Quezon City 1100
Industry: Call Center / IT-Enabled Services / BPO
Type of Company: Private Limited Company, Foreign Based Company