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.;

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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 positive 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.

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Required education

Bachelor's Degree

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.

Years of Experience:

3 to 5

📌 Sr. Process Analyst (Quality Analyst) Human Resource Operations - Edm (Bengaluru)
🏢 IBM
📍 Bengaluru