Operations & Quality Analyst

IBM - Washington, DC

Part-time - Entry Level

Washington, DC

Computer and Electronic Product Manufacturing

About the position

The Operations & Quality Analyst at IBM will play a crucial role in enhancing the efficiency of request processing through the VA VICCS Intelligent Automation Platform and supporting the quality monitoring processes of the Business Transformation Platform. This position involves continuous improvement projects and collaboration with the IBM team to manage and resolve quality management issues, ultimately contributing to the overall success of client service delivery.

Responsibilities

• Drive efficient processing of requests through the VA VICCS Intelligent Automation Platform.
• Support the BTP quality monitoring process.
• Coordinate with the IBM team on quality management issue management and resolution.
• Monitor claims processes.
• Conduct analysis and reporting.
• Support PMO functions including performance metrics.

Requirements

• VBA claims experience required.
• 2+ years operations experience.
• 2+ years supporting client service delivery projects.
• Ability to analyze platform outputs for quality issues and conduct data analysis to identify sources of quality issues.
• Ability to work in a technical environment.
• Attention to detail.
• Open to learning different applications.
• Familiarity with business operations and quality control tools such as process models, SOPs, checklists, and data capture tools.
• Broad-based general technology ecosystem and industry understanding.
• Data analysis experience using Tableau or Excel.

Nice-to-haves

• Experience with Jira, Blueworks Live, Confluence.
• 1-2+ years of experience supporting quality surveillance, quality evaluation, and continuous improvement efforts for complex platforms.
• Experience with Public Sector Clients (US Federal, Higher Education, State and Local Governments).
• General knowledge and experience with automation software products.
• Familiarity with business designs including business models, functions, processes, job roles, and customer interactions impacted by digitization, AI/automation, and emerging technologies.
• Experience with AWS partner programs.

Benefits

• Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well-being.
• Financial programs such as 401(k), cash balance pension plan, IBM Employee Stock Purchase Plan, financial counseling, life insurance, and disability coverage.
• Generous paid time off including 12 holidays, sick time, vacation, and parental bonding leave.
• Training and educational resources on a personalized, AI-driven learning platform.
• Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products.