Quality Analyst - IBM , Uganda

The Continuous Improvement, Quality and Training Analyst will manage and ensure a quality service provision through identification of training needs and delivery of education as identified by both IBM and Transport for London. You will ensure the training programme covers all operational requirements and you will work alongside all the business managers to achieve/exceed IBM’s standards for quality, training, productivity and customer satisfaction. You will identify and implement innovative ways in which to improve customer satisfaction results to ensure a consistency of quality in the service provided to the client. This position significantly influences and will establish processes that will meet business objectives and address customer requirements in order to positively improve customer satisfaction through excellent customer services. This role is critical in ensuring IBM achieves/exceeds customer satisfaction results in line with the contractually agreed Performance Indicators (PI’s) and Business Performance Indicators (BPI’s). Responsibilities are not exhaustive and can include any future additions as relevant to LRUC Service Delivery Team.
Required
High School Diploma/GED At least 3 years experience in Strong communication and planning skills At least 3 years experience in Excellent verbal and written skills and the ability to communicate with customers and staff at all levels At least 3 years experience in Time-management skills At least 3 years experience in Excellent Administration skills At least 3 years experience in Initiative and effective negotiation and persuasion skills At least 3 years experience in Flexibility and ability to and deliver in demanding and changing circumstances At least 3 years experience in Knowledge and understanding of IBM business and services policies, practices and procedures English: Fluent
Preferred
Bachelor's Degree At least 5 years experience in Strong communication and planning skills At least 5 years experience in Excellent verbal and written skills and the ability to communicate with customers and staff at all levels At least 5 years experience in Time-management skills At least 5 years experience in Excellent Administration skills At least 5 years experience in Initiative and effective negotiation and persuasion skills At least 5 years experience in Flexibility and ability to and deliver in demanding and changing circumstances At least 5 years experience in Knowledge and understanding of IBM business and services policies, practices and procedures
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Quality Analyst (Uganda)