Quality Analyst Lead

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

• Lead and manage delivery analytics and quality assurance initiatives across IT operations and services.
• Track, analyze, and report on service delivery KPIs, SLAs, and operational metrics.
• Drive continual service improvement (CSI) using frameworks like PDCA, ITIL, and Six Sigma and foster a culture of quality within the organization.
• Conduct root cause analysis (RCA) and post-incident reviews to improve service reliability.
• Collaborate with service delivery teams to identify performance gaps and improvement opportunities.
• Lead quality audits and assessments of processes, tickets, and documentation.
• Define and implement quality standards, SOPs, and governance processes.
• Support the creation of dashboards and automated reports using tools such as Power BI, ServiceNow Performance Analytics, or Excel.
• Facilitate knowledge sharing and documentation of best practices and lessons learned.
• Ensure process compliance across ITSM practices (Incident, Problem, Change, etc.).
• Represent the quality function during client governance, audits, and internal reviews.
• Provide training and support to team members on best practices and quality control tools.

Who You Are

• Minimum 6 years of experience in IT service delivery, quality assurance, or analytics roles.
• Strong knowledge of ITIL practices and ITSM tools like ServiceNow, Remedy, or equivalent.
• Experience with reporting and dashboarding tools (e.g., Power BI, Excel, Tableau, ServiceNow PA).
• Experience with ISO 9001, Six Sigma, Lean Manufacturing, and Root Cause Analysis
• Familiarity with KPI and SLA management, performance metrics tracking, and analysis.
• Proven experience in quality audits, documentation, and service improvement initiatives with exposure to Kaizen methodologies.
• Excellent communication and stakeholder management skills.
• Strong analytical and problem-solving abilities
• Preferred Skills:
• Experience working in a global delivery model or with international clients.
• Experience in data visualization and automation for reporting tasks.
• Understanding of DevOps or Agile methodologies and integration with quality management.
• Japanese Language Skills – JLPT N3 or equivalent
• Certifications (Preferred):
• ITIL Foundation or higher (mandatory or preferred depending on project needs)
• Six Sigma (Green Belt or Black Belt)
• Certified Quality Analyst (CQA) or similar
• Microsoft Power BI or Data Analytics certifications
• Agile/Scrum certifications (optional but beneficial)
• IT Service Management (ITSM) standards such as ISO optional but beneficial)
• Key Competencies:
• Detail-oriented and quality-focused
• Proactive and self-driven
• Strong organizational and documentation skills
• Effective communicator and collaborator
• Adaptable in a dynamic environment
• .

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.