Introduction
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 an Assistant Manager – Quality, you will be responsible for leading quality assurance initiatives across HR Contact Center operations. You will partner closely with Operations, Training, Workforce Management, and Leadership teams to drive service excellence, quality compliance, process adherence, and continuous improvement initiatives.
This role offers an excellent opportunity to build expertise in Quality Management, Operational Excellence, Employee Experience, Governance, and Service Delivery Leadership within a global HR Shared Services workplace.
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 emp
📌 Assistant Manager (Bengaluru)
🏢 IBM
📍 Bengaluru