Assistant Manager (Hro - Contact Center Quality)

IBM; Bengaluru; On-site; INR 1,500,000 - 1,900,000; Full time

Job summary

IBM Bengaluru is seeking a senior Quality Assurance leader to oversee QA across HR Contact Center operations, ensuring adherence to quality standards and regulatory requirements.

You will develop monitoring frameworks, scorecards, and governance processes, and manage audits across voice, email, chat, and case management channels. You will analyze trends, propose CAPA, and present insights to senior leadership, while collaborating with Training and Operations to close quality gaps.

Qualifications

• Bachelor’s degree in a related discipline with strong QA foundation.

Responsibilities

• Lead the Quality Assurance function across HR Contact Center operations.
• Develop, implement, and maintain quality monitoring frameworks, scorecards, evaluation criteria, and governance processes.
• Manage quality audits across voice, email, chat, and case management channels to ensure consistent service delivery.
• Monitor quality performance trends and provide strategic recommendations to improve customer experience and operational performance.
• Partner with Operations leaders to identify quality gaps and drive targeted improvement plans.
• Lead calibration sessions with operational teams and stakeholders to ensure consistency and accuracy of evaluations.
• Conduct root cause analysis to identify recurring quality concerns and recommend CAPA.
• Prepare and present quality dashboards, scorecards, insights, and performance reviews to senior leadership.
• Drive quality improvement initiatives focused on enhancing employee experience, compliance, productivity, and process effectiveness.
• Collaborate with Training teams to identify knowledge gaps and develop coaching and learning interventions.
• Support operational governance reviews, internal audits, compliance assessments, and client reporting requirements.
• Ensure adherence to organizational policies, HR processes, data privacy requirements, and regulatory standards.
• Lead quality certification, audit readiness, and documentation management activities.
• Partner with Workforce Management, Operations, and Business stakeholders to improve service delivery outcomes.
• Identify opportunities for automation, process standardization, and quality enhancements across HR Shared Services operations.

Skills

Quality assurance

Stakeholder management

Data analysis

English communication

Leadership

Attention to detail

Project management

Education

Bachelor's Degree

Master's Degree

Tools

Power BI

Tableau

Excel

Word

PowerPoint

Job description

Your role and responsibilities

Lead the Quality Assurance function across HR Contact Center operations, ensuring adherence to established quality standards and compliance requirements.

Develop, implement, and maintain quality monitoring frameworks, scorecards, evaluation criteria, and governance processes.

Manage quality audits across voice, email, chat, and case management channels to ensure consistent service delivery.

Monitor quality performance trends and provide strategic recommendations to improve customer experience and operational performance.

Partner with Operations leaders to identify quality gaps and drive targeted improvement plans.

Lead calibration sessions with operational teams and stakeholders to ensure consistency and accuracy of evaluations.

Conduct in-depth root cause analysis to identify recurring quality concerns and recommend corrective and preventive actions (CAPA).

Prepare and present quality dashboards, scorecards, insights, and performance reviews to senior leadership.

Drive quality improvement initiatives focused on enhancing employee experience, compliance, productivity, and process effectiveness.

Collaborate with Training teams to identify knowledge gaps and develop coaching and learning interventions.

Support operational governance reviews, internal audits, compliance assessments, and client reporting requirements.

Ensure adherence to organizational policies, HR processes, data privacy requirements, and regulatory standards.

Lead quality certification, audit readiness, and documentation management activities.

Partner with Workforce Management, Operations, and Business stakeholders to improve overall service delivery outcomes.

Identify opportunities for automation, process standardization, and quality enhancements across HR Shared Services operations.

Required education

Bachelor's Degree

Preferred education

Master's Degree

Required technical and professional expertise

Graduate or Postgraduate degree in Human Resources, Business Administration, Commerce, or a related discipline.

68 years of experience in Quality Assurance, Contact Center Operations, HR Shared Services, Employee Services, or Service Delivery environments.

Strong experience managing quality frameworks, audit programs, and operational governance processes.

Proven experience conducting and leading quality audits across voice, chat, email, and case management channels.

Experience designing quality scorecards, performance measurement methodologies, and audit standards.

Strong experience in root cause analysis, performance improvement planning, and quality governance.

Experience presenting quality insights and recommendations to senior stakeholders and operational leadership.

Proven experience collaborating with Operations, Training, Workforce Management, and Business teams.

Experience supporting compliance, risk management, and audit-related activities.

Skills Required

Excellent verbal and written communication skills in English.

Strong stakeholder management and relationship-building capabilities.

Advanced analytical and problem-solving skills.

Strong attention to detail and commitment to accuracy.

Ability to influence operational improvements through data-driven insights.

Strong coaching and mentoring capabilities.

Advanced proficiency in MS Office applications, particularly Excel, PowerPoint, and Word.

Experience creating dashboards, scorecards, and quality performance reports.

Strong organizational, planning, and project management skills.

Ability to manage multiple priorities and deadlines in a fast-paced environment.

Strong decision-making and escalation management capabilities.

Ability to work collaboratively with cross-functional teams and senior leaders.

Preferred technical and professional experience

Experience supporting global HR Shared Services or HR Contact Center environments.

Exposure to COPC, Lean, Six Sigma, Quality Management Systems (QMS), or Operational Excellence methodologies.

Experience leading quality transformation or continuous improvement initiatives.

Knowledge of workforce management and operational performance metrics.

Exposure to reporting and visualization tools such as Power BI, Tableau, or similar analytics platforms.

Certification in Lean Six Sigma, COPC, Quality Management, or Operational Excellence is an advantage.

Additional Information / Pre-Employment Requirements

Selected candidates will be required to undergo a comprehensive background verification process. This verification may take up to 6 weeks to complete, and employment will be subject to successful clearance.

Candidates should be willing to work in a global service environment and support multiple regions and time zones.

Flexibility to work extended hours or rotational shifts based on business requirements may be necessary.

The role requires regular interaction with senior leadership, operational stakeholders, and governance teams.

Years of Experience

6 - 8