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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.