Introduction

A career in IBM Consulting embraces long-term relationships and close collaboration with clients across the globe. In this role, you will work for IBM BPO, part of Consulting that, accelerates digital transformation using agile methodologies, process mining, and AI-powered workflows.

You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio, including IBM Software and Red Hat.

Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you'll be supported by mentors and coaches who will encourage you to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in groundbreaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and learning opportunities in an environment that embraces your unique skills and experience. 

Your Role And Responsibilities

As a Senior Process Analyst (Quality Analyst)- HR, you will be supporting employee and business needs in delivering outstanding HR services for employees.

Your Primary Responsibilities Include

You will be responsible for reviewing a predetermined quota of cases to grade agents on metrics like accuracy and timeliness
You will be responsible for ensuring all agents comply with internal process documents, data security guidelines, and industry-specific legal regulations
You will be responsible for Identifying critical process flaws, script errors, or system malfunctions that hinder issue resolution.
You will be responsible for conducting regular feedback sessions with agents to discuss audit scores, highlight strengths, and correct behavior.
You will be responsible for identifying recurring knowledge gaps and suggesting or conducting targeted refresher training.
You will need to lead alignment sessions with Operations, Training teams and clients to ensure all evaluators score agents consistently and objectively.
Interface with customers to resolve questions and issues regarding compensation administration/processes.
You will be required to have a good understanding of the internal and external policies, procedures, regulations, and compliance related to Human Resources and respond to employee queries.
You will need to work as a process expert to newer members in the team
You will take part in the quality control of the team.

Preferred Education

Master's Degree

Required Technical And Professional Expertise

Graduate/Postgraduate (MBA HR is preferred) with a minimum of 3-5 years of experience in EDM & Issue Resolution for any International IT / ITES Companies.
Ability to communicate and resolve difficult customer service issues.
Proficient in EDM processes (excluding Recruitment).
Ability to troubleshoot and implement changes in the processes.
Collaborates effectively with internal customers and external suppliers, demonstrating positive influence in problem-solving and work process enhancements.
Willingness to work Night Shifts
Selected candidates will be required to undergo a comprehensive background verification process. This verification may take up to 6 weeks to complete.

Preferred Technical And Professional Experience

Proficient in MS Office applications.
Excellent communication skills in English both oral and written.
Self-directed and ambitious achiever, meeting targets effectively.
Demonstrated ability to analyze complex data, complemented by strong interpersonal and organizational skills.

Sr. Process Analyst (quality analyst) Human Resource Operations - EDM