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 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 prospect 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

📌 Quality Analyst(Human Resource Operations – Contact Center) (Bengaluru)
🏢 IBM
📍 Bengaluru