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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.

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.

• Minimum 2–3 years of experience in a Quality Analyst, Quality Assurance, or similar role, preferably in a contact center or telecommunications environment.

• Prior experience as a Customer Service Representative or in a customer-facing role is highly preferred.

• Strong understanding of customer service best practices, call center operations, and quality assurance methodologies.

• Excellent listening, analytical, and critical thinking skills with strong attention to detail.

• Ability to provide clear, constructive feedback in a professional and supportive manner.

• Proficiency in using quality monitoring tools, call recording systems, and reporting platforms.

• Strong written and verbal communication skills with the ability to document findings accurately.

• Proficiency with Microsoft Office Suite, including Excel for data analysis and reporting.

• Experience using CoPilot and GenAI tools for documentation and analysis is a plus.

• Ability to work independently and manage multiple evaluations and projects simultaneously.

• Strong interpersonal skills with the ability to build trust and collaborate across teams.

• Experience in telecommunications, technical support, or escalation quality monitoring.

• Familiarity with Learning Management Systems (LMS) and quality management platforms.

• Knowledge of Six Sigma, Lean, or other continuous improvement methodologies.

• Experience conducting calibration sessions and training quality team members.