Quality Analyst(Human Resource Operations – Contact Center)

IBM

Bengaluru

On-site

INR 600,000 - 900,000

Full time

10 days ago

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Job summary

IBM India Private Limited is seeking a Quality Analyst – HR Contact Center to monitor and evaluate employee interactions across voice, email, chat, and case management systems. You will provide actionable feedback, identify improvement opportunities, and partner with operations to enhance service quality and employee experience.

The role demands QA expertise, data-driven analysis, and collaboration with Training and Operations to drive continuous improvement in a global service environment.

Qualifications

Bachelor's degree required.
3–5 years of QA/HR contact center experience.
Experience auditing calls, emails, chat, and case management.
Knowledge of quality frameworks and audit methods.
Experience with coaching and process improvement initiatives.

Responsibilities

Conduct quality evaluations across voice, email, chat, and case management.
Audit adherence to quality standards and HR processes.
Provide actionable feedback to agents and teams.
Analyze quality trends and identify coaching opportunities.
Support CAPA and governance activities.
Prepare quality scorecards and management reports.
Collaborate with Operations and Training for improvements.

Skills

English communication

Analytical thinking

Feedback & coaching

Attention to detail

Stakeholder management

MS Office (Excel/PowerPoint)

Multichannel evaluation

Education

Bachelor's Degree

Master's Degree

Tools

Quality monitoring tools

Case management platforms

Job description

At IBM, we are committed to delivering exceptional employee experiences through operational excellence, continuous improvement, and high-quality service delivery. The Quality function plays a critical role in ensuring employee interactions consistently meet defined quality standards, compliance requirements, and customer experience expectations.

As a Quality Analyst – HR Contact Center, you will be responsible for monitoring and evaluating employee interactions across multiple support channels, including calls, emails, chat, and case management systems. You will provide actionable feedback, identify improvement opportunities, and partner with operational teams to enhance service quality, employee experience, and operational performance.

This role offers an excellent opportunity to build expertise in Quality Assurance, Employee Experience, Operational Excellence, and HR Shared Services within a global service delivery environment.

Your role and responsibilities

Conduct quality evaluations of employee interactions across voice, email, chat, and case management channels.
Perform audits to assess adherence to quality standards, compliance requirements, and established HR service processes.
Provide detailed and constructive feedback to agents, analysts, and operational teams to improve performance and service quality.
Analyze quality trends and identify recurring opportunities for coaching, process improvement, and knowledge enhancement.
Partner with Operations and Training teams to support quality improvement initiatives and employee development programs.
Monitor critical quality metrics and provide recommendations to improve customer experience and operational effectiveness.
Participate in calibration sessions to ensure consistency and accuracy in quality evaluations.
Prepare and maintain quality scorecards, dashboards, audit reports, and management reporting.
Conduct root cause analysis on quality failures and support corrective and preventive action plans (CAPA).
Identify knowledge gaps, process inefficiencies, and compliance risks impacting service delivery.
Support governance reviews, internal audits, and quality assurance activities.
Ensure employee interactions align with organizational policies, HR processes, regulatory requirements, and data privacy standards.
Collaborate with stakeholders to drive continuous improvement initiatives and best practices across HR Contact Center operations.
Support quality certification, audit readiness, and process documentation activities as required.

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.
3–5 years of experience in Quality Assurance, HR Contact Center Operations, HR Shared Services, Employee Services, or Customer Service environments.
Experience conducting quality audits across calls, emails, chat, and case management platforms.
Strong understanding of quality frameworks, audit methodologies, and service delivery standards.
Experience analyzing performance trends and providing actionable recommendations for improvement.
Exposure to coaching, feedback sessions, and performance improvement initiatives.
Experience supporting compliance, risk management, and governance activities.
Ability to collaborate effectively with operations, training, and business stakeholders.

Skills Required

Excellent verbal and written communication skills in English.
Strong analytical and problem-solving capabilities.
Ability to provide constructive feedback and influence positive behavioral change.
Strong attention to detail and commitment to accuracy.
Ability to identify trends, patterns, and improvement opportunities through data analysis.
Strong stakeholder management and collaboration skills.
Proficiency in MS Office applications, particularly Excel, Word, PowerPoint, and Outlook.
Ability to manage multiple priorities and meet deadlines in a fast‑paced environment.
Strong organizational and documentation skills.
Ability to maintain confidentiality and handle sensitive employee information professionally.

Preferred technical and professional experience

Experience in HR Shared Services, HR Operations, or Employee Contact Center environments.
Exposure to quality management systems and operational excellence methodologies.
Knowledge of Lean, Six Sigma, Continuous Improvement, or Root Cause Analysis methodologies.
Experience working with quality monitoring and case management tools.
Knowledge of workforce management and operational performance metrics.
Certification in Quality Assurance, Lean Six Sigma, COPC, or related disciplines is an added 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 rotational shifts, including night shifts, may be required based on business needs.
The role requires close collaboration with operational teams, training teams, and leadership stakeholders to drive quality excellence.

Years of Experience: 3-5

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Job Title

Quality Analyst(Human Resource Operations – Contact Center

Job ID

130430

City / Township / Village

State / Province

Country

India

Work arrangement

Onsite

Area of work

Enterprise Operations