Who We Are
At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.
The Role
As a Tech Quality Analyst, you will be at the forefront of our commitment to excellence. You will foster a culture of quality that goes beyond meeting customer needs - we aim to exceed expectations and create raving fans.
Quality analyst ensures that a business delivers high-quality of services to its customers. Responsible for reviewing and analysing services/data to ensure quality standards & customer expectations are met. This role involves diverse duties and responsibilities to ensure that all aspects of production meet or exceed established quality standards.
Key Roles and Responsibilities :
1. The primary goal of a QA is to identify areas that need to be improved and work towards enhancing the overall quality, ensuring customer satisfaction while adhering to established standards and processes.
2. Conducting regular quality assurance audits is a key responsibility. This involves evaluating various stages of the call/ticket interactions handled by the agents with effective feedback closed-looping.
3. Conduct detailed statistical analysis to identify trends, issues, and areas for improvement.
4. Develop and maintain quality standards & procedures in collaboration with Delivery & Voice & Accent team.
5. Foster a culture of continuous improvement, identifying inefficiencies and suggesting enhancements to the services we deliver.
6. Perform root cause analysis to identify the underlying causes of problems or failures.
7. Perform calibration sessions with delivery teams & customer (when needed) which helps reviewers synchronize their assessments, provide consistent feedback to support reps, and eliminate bias from quality ratings.
8. Data regarding quality and process efficiency must be continuously monitored. Reporting these findings to relevant stakeholders helps make informed decisions about improvements and corrections.
Your Future at Kyndryl
Every position at Kyndryl offers a way forward to grow your career. We have opportunities that you won’t find anywhere else, including hands-on experience, learning opportunities, and the chance to certify in all four major platforms. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find your opportunity here.
Who You Are
You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you’re open and borderless – naturally inclusive in how you work with others.
Required Skills and Experience
0-2 years experience as a Quality Analyst in IT Service Desk.
Knowledge of Quality domain & hands on experience in MS Excel, PowerPoint & Word is must.
Preferred Skills and Experience
Good Communication, analytical & problem solving skills
Knowledge of ITIL, SNOW, Power BI, Lean, Six Sigma, Agile & any other quality certification.
Bachelor's degree in any field
Familiarity with quality management frameworks, including data quality, such as International Standards Organization (ISO) or •Capability Maturity Model Integration (CMMI), is beneficial
Collaborative approach to work effectively with cross-functional teams, including developers, project managers, and product owners
Ability to articulate process improvement techniques to leadership
Understanding of systems and infrastructure designed and created to organize delivery of the service
Being You
Diversity is a whole lot more than what we look like or where we come from, it’s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we’re not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you – and everyone next to you – the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That’s the Kyndryl Way.
What You Can Expect
With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter – wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.
Get Referred!
If you know someone that works at Kyndryl, when asked ‘How Did You Hear About Us’ during the application process, select ‘Employee Referral’ and enter your contact's Kyndryl email address.
