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Sr. Process Analyst (quality analyst) Human Resource Operations - EDM
IBM
Bengaluru, IND
Full-time
Mid-Senior
Onsite
Discovered 1 weeks ago
Human Resource OperationsEDM processesQuality auditingCase review and evaluationIssue resolutionProcess compliance
Free
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Human Resource OperationsEDM processesQuality auditing
Role Overview
IBM is seeking a Senior Process Analyst and Quality Analyst for Human Resource Operations.
The role supports employee and business needs by delivering outstanding HR services.
The position is part of IBM BPO within IBM Consulting and supports process-driven client services.
Key Skills for This Role
Human Resource OperationsEDM processesQuality auditingCase review and evaluationIssue resolutionProcess compliance
Full Job Posting
Role Overview
IBM is seeking a Senior Process Analyst and Quality Analyst for Human Resource Operations.
The role supports employee and business needs by delivering outstanding HR services.
The position is part of IBM BPO within IBM Consulting and supports process-driven client services.
Primary Responsibilities
- Review a predetermined quota of cases and grade agents on accuracy and timeliness.
- Ensure agents comply with process documents, data security guidelines, and legal regulations.
- Identify process flaws, script errors, and system malfunctions affecting issue resolution.
- Conduct feedback sessions with agents using audit scores and observed behaviors.
- Identify knowledge gaps and suggest or conduct refresher training.
- Lead alignment sessions with Operations, Training teams, and clients for consistent evaluations.
- Resolve customer questions and issues regarding compensation administration and processes.
- Respond to employee queries about HR policies, procedures, regulations, and compliance.
- Serve as a process expert for newer team members.
- Participate in team quality control.
Required Expertise
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