QA Analyst

Skip to content IBM < Back to search results QA Analyst QUEZON CITY, National Capital Region (Manila), Philippines Administration & Technician Email X LinkedIn Apply now 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. 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 Purpose  The Quality Analyst is responsible for monitoring, evaluating, and ensuring the quality of customer interactions handled by Level 1 and Level 2 Customer Service Representatives in a telecommunications environment. This role focuses on assessing adherence to policies, procedures, and performance standards while identifying coaching opportunities and trends that impact customer satisfaction. The Quality Analyst provides actionable feedback, supports continuous improvement initiatives, and partners with operations and training teams to enhance service delivery.   Key Responsibilities  • Monitor and evaluate customer interactions (calls, chats, emails) for Level 1 and Level 2 Customer Service Representatives to ensure compliance with quality standards, policies, and procedures.  • Conduct systematic quality assessments using established scorecards and evaluation criteria.  • Assess representatives' performance in key areas including communication skills, technical accuracy, troubleshooting effectiveness, empathy, conflict resolution, and adherence to scripts and guidelines.  • Provide timely, constructive, and actionable feedback to representatives through one-on-one coaching sessions and written evaluations.  • Identify individual and team performance trends, skills gaps, and areas for improvement.  • Calibrate quality assessments regularly with other Quality Analysts and leadership to ensure consistency and fairness in scoring.  • Track and report quality metrics, trends, and insights to operations managers and leadership teams.  • Collaborate with trainers and team leads to develop targeted coaching plans and refresher training for performance improvement.  • Support root cause analysis for recurring quality issues, customer complaints, or escalations.  • Ensure compliance with telecommunications industry regulations, data privacy standards, and security protocols.  • Monitor adherence to processes for handling sensitive customer information and secure transactions.  • Participate in quality improvement initiatives and contribute recommendations for process enhancements.  • Maintain accurate records of quality evaluations, coaching sessions, and performance documentation.  • Assist in onboarding and calibration training for new Quality Analysts as needed.  • Stay current on telecom products, services, policies, and system updates to ensure accurate evaluations. Required education Bachelor's Degree Preferred education ...