Quality Analyst

Job description

Introduction
As a Service Delivery Specialist, you are the face of IBM for our customers. Your clients' success depends on your ability to understand their needs and respond to requests for new services. This role is an integral part of both account planning and delivering support strategies, working to proactively monitor problems, change processes, and handle issues to ensure our customers success.

Your Role and Responsibilities
One of the main objectives in each of the projects is to provide adequate service to our clients and guarantee that all our staff update their knowledge in a constant and optimal way. Additionally, it is important to structure a training plan that guarantees the homogeneity of knowledge in the work team.
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Objectively determine the adherence and maturity of the defined processes, through internal audits that support the identification, registration, monitoring and control of the actions necessary for the elimination/mitigation of real or potential non-conformities of the processes and services of the contract signed with the client for their continuous improvement.
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Establish the guidelines for the preparation, coding, updating, control, approval and conservation of documents, in order to guarantee their current and updated use and prevent the unintentional use of obsolete documents.
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Improve the efficiency of the services provided and optimize the decision-making process through the collection, centralization, analysis, storage, availability of the organization's knowledge and information related to the provision of services, thus ensuring a comprehensive knowledge base and reliable for those responsible involved in the conception, design, development, implementation and operation of each of the projects.

Required Technical and Professional Expertise
Academic level:
Technologist or systems technician, industrial engineer or similar. (Graduate)
Verifiable knowledge in ITIL Foundation
Knowledge of quality assurance processes
ISO9K Internal Auditor Certification
Minimum experience (years):
2 years of experience in quality assurance in first-level services (help desk, technical support, asset and inventory management)
Behavioral skills:
Oral and written communication, detail orientation and optimization of
procedures, analytical capacity

Preferred Technical and Professional Expertise
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