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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.

· 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 Experience:

· 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.

· 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.