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IBM Hiring Experienced Quality Analyst @ Hyderabad

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Job Description

company : IBM

Location : Hyderabad/Secunderabad

Experience : 2 – 5 yrs.
IBM has been present in India since 1992. IBM India’s solutions and services spanmajor industries including financial services, healthcare, government, automotive, telecommunications and education, among others. As a trusted partner with wide-ranging service capabilities, IBM helps clients transform and succeed in challenging circumstances. The diversity and breadth of the entire IBM portfolio of research, consulting, solutions, services, systems and software, uniquely distinguishes IBM Indiaother companies in the industry.
The IBM Global Account (IGA) is in partnership with the IBM CIO and IBM’s BTIT leadership in providing IT services to IBM India and its business units. It supports the technology that manages IBM’s operations and underpins IBM’s business transformation. By providing application management services, business transformation outsourcing services and infrastructure services, IBMers everywhere in India are able to connect to the IBM network and use On Demand Workplace (w3) and IT tools such as IBM Standard Software Installer, Lotus Notes, and Same time. IGA can be considered a virtual “living lab” showcasing IBM products, technology and on demand capabilities.

Role:
• You will be involved in Perform Call monitoring, Ticket checks & Call Calibrations – Achieve targets
• Effective Coaching & feedback to entire span of agents/ service representatives
• Monitor team performance, generate reports, trends & dashboards
• Ability to analyze data & perform a thorough Root Cause Analysis

Responsibilities:
• Enable the operations teams achieve & exceed client metrics
• Ability to analyze data & perform a thorough Root Cause Analysis
• Take new actions within & across teams, to improve productivity and share best
practices
• Ability to collaborate across multiple teams for process improvements and
standardization
• Act as a catalyst to drive adherence toaspects under the GDF implementation.

Skills Required:
• Proven Communication Skills: Written and Oral
• Knowledge of GDF and implementation aspect of the same
• Knowledge of quality standards and practicality of same.
• Quality Certification will be considered
• Demonstrate level of confidence and analytical skills
• English: Fluent
Total Experience Required:
2+ years

Required
Bachelor’s Degree
At least 2 years experience in Experience on quality standards
English: Fluent
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