Senior Quality Assurance Analyst
Introduction
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.
In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.
Your role and responsibilities
Role Overview
As a Senior Quality Assurance Analyst, you will play a pivotal role in ensuring operational excellence by auditing and reviewing transactions performed by Practitioners, Agents, and Tier 1 Representatives. You will be responsible for driving compliance, accuracy, and continuous improvement across processes. This role requires strong analytical skills, stakeholder management, and the ability to work flexibly in shifts while mentoring and guiding junior QA resources.
Key Responsibilities
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Partner with Operations to conduct walkthroughs and gain a deep understanding of end-to-end processes.
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Lead the design and refinement of QA parameters, control points, and attributes across workflows.
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Ensure consistent monitoring and documentation of QA activities, maintaining high standards of accuracy and compliance.
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Define and validate sampling methodologies, percentages, and audit strategies prior to implementation.
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Execute quality audits (pre- and post-process) covering all agreed parameters and control points.
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Provide timely and accurate QA results, reporting daily/weekly to stakeholders and account teams.
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Collect, maintain, and validate supporting documentation/artifacts required for audits.
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Perform root cause analysis (RCA) on identified defects, collaborate with Operations to establish corrective action plans, and track closure timelines.
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Facilitate discussions with Delivery Teams to address findings, monitor defect resolution, and escalate risks when necessary.
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Collaborate with Center SMEs to identify improvement opportunities and recommend process enhancements.
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Build strong relationships with account stakeholders, influencing changes in sampling methods, review approaches, and QA direction based on results.
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Act as a mentor to junior QA analysts, providing guidance, training, and support to strengthen overall QA capability.
Required education
Bachelor's Degree
Preferred education
Bachelor's Degree
Required technical and professional expertise
- Minimum 3-5 years of combined experience in process audits, validation, and quality assurance.
- Proven track record of achieving accuracy and timeliness targets for audit reports.
- Strong analytical and critical thinking skills with the ability to identify root causes and propose preventive solutions.
- Demonstrated ability to design, build, and leverage reports for cause-and-effect analysis.
- Experience collaborating and negotiating with account leaders to drive measurable improvements.
- Ability to influence stakeholders and implement QA best practices across teams.
Preferred technical and professional experience
- Proficiency in MS Office applications and familiarity with ERP/CRM systems as an end user.
- Experience facilitating team meetings, workshops, or training sessions.
- Self-directed professional capable of working independently toward agreed goals and targets.
- Ability to thrive under tight timelines and manage multiple priorities effectively.
- Strong interpersonal and communication skills, contributing to team success while fostering collaboration.
ABOUT BUSINESS UNIT
IBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients' businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.
YOUR LIFE @ IBM
In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?
ABOUT IBM
IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
OTHER RELEVANT JOB DETAILS
For additional information about location requirements, please discuss with the recruiter following submission of your application.
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion
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