As an Operations/Quality Analyst, you will play a key role in optimizing the processing of requests through the VA VICCS Intelligent Automation Platform (IAP). You will support the Business Transformation Platform (BTP) quality monitoring process, drive continuous improvement initiatives, and coordinate with IBM teams to resolve quality management issues.
Key Responsibilities
- Oversee and analyze claims processes to ensure efficiency and quality.
- Conduct data analysis using tools like Tableau or Excel to identify quality issues and report findings to stakeholders.
- Assist in managing performance metrics and other PMO-related functions to enhance operational efficiency.
- Collaborate on continuous improvement projects aimed at enhancing platform performance and quality.
- Required Technical and Professional Expertise:
- Minimum of 2 years of experience with VBA (Veteran Benefits Administration) claims.
- At least 2 years supporting client service delivery projects.
- Ability to analyze platform outputs for quality issues and determine root causes.
- Proficient in working in technical settings and familiar with quality control tools such as process models, SOPs, and data capture tools.
- Strong focus on detail with an openness to learning new applications.
- A broad understanding of the technology ecosystem and industry.
Preferred Technical and Professional Expertise
- Familiarity with tools like Jira, Blueworks Live, and Confluence.
- 1-2+ years in quality surveillance, evaluation, and continuous improvement for complex platforms.
- Background in working with public sector clients, including federal, higher education, and state/local governments.
- General knowledge of automation software products and their applications.
- Experience with AWS partner programs is a plus.
About IBM Consulting
IBM Consulting is dedicated to business and technology transformation. We combine deep industry expertise with innovative technology to help our clients succeed. Our culture prioritizes collaboration, empathy, and continuous growth, making us a trusted partner in driving progress.
Your Life @ IBM
At IBM, we believe in innovation and responsibility. Our team members are encouraged to learn, grow, and experiment in a supportive environment that values diverse perspectives. As an IBMer, you'll have the opportunity to make a real impact on clients and society.
Compensation and Benefits
IBM offers a competitive benefits program, including healthcare, financial programs, generous paid time off, training resources, and more. Specific compensation will vary based on skills, experience, and location.
Application Information
This position is anticipated to remain posted for 21 days or until filled. IBM is an equal opportunity employer and encourages applications from all qualified individuals.