Quality Assurance Analyst

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

Your Role and Responsibilities:

As a Quality Assurance Analyst, you are responsible for auditing/reviewing all transactions performed by Practitioner/Agents/ Tier 1 Representative to ensure accuracy and compliance are met.. You should be flexible to work in shifts

Responsibilities

Work with Operations and conduct walkthrough sessions to understand the end – to – end process

Involve in the creation of parameters/control points/attributes end to end process

Review and understand the process and parameters/control points/attributes being checked

Ensure all parameters/control points/attributes are checked regularly as agreed and Complete documentation of QA activities.

Evaluate appropriate sampling method and percentages and obtain approval from prior to go live

Conduct quality audit testing covering all parameters/control points either pre – post audit.

Send update to QA SME daily or weekly as applicable

Request & maintain supporting documentation such as artifact collections needed for audit

Evaluate QA results daily, weekly and provide timely results to account

Obtain root-cause-analysis, action plan, and target closure date from Operations

Discuss findings with the Delivery Team and request for RCA and Follow-up/monitor closure of defects noted

Collaborate with Center SME to formulate improvement opportunities

Provide recommendations to the appropriate point of contact, if necessary

Highlight any issues/risks/help needed

Establish good relationships with the account. Raise to account and obtain approval for possible change in sampling, method of review and direction based on the QA results

Preferred Education

Bachelor's Degree

Required Technical And Professional Expertise

Candidates with 2+ combined years of process specifics and audit/validation experience.

Demonstrated experience in meeting goals for accuracy and timeliness of all audit reports

Analytical and critical thinking skills, uncovering possible reasons for defects and provide options to avoid recurrence

Proven experience to build and utilize reports to analyze pertinent cause and effect analysis.

Experience in collaboration and negotiation with account leaders to achieve improvements

Proficient in MS office applications and any ERP, CRM software as end user

Experience in facilitating team meetings

Individual who can work under their own direction towards agreed targets/goals

Ability to work under tight timelines