IBM India Pvt. Limited

HR Senior Quality Analyst-EDM and Benefits

Job Location:  Bangalore
Job Description:  SkillSet: regression testing, customer relations, test cases, quality, reporting.

The Finance Admin Business Analyst is essential to the ongoing profitable operations for one of the most globally recognized and respected companies in the world. By overseeing our financial activities, you will enable IBM to continue to bring to market ground-breaking innovations such as Artificial Intelligence, Cognitive Solutions, Cloud Infrastructure, and Blockchain technologies, to name a few.
Your Role and Responsibilities
As a HR Senior Quality Analyst-EDM Benefits you are responsible for responsible for monitoring the quality of the transaction: Call / Chat / Email / Data Entry / Payroll Results processed by the HR Service Administrator through a pre-defined sampling process. Based on the "score" these individuals provide specific feedback and identify areas of improvement for ensuring that the quality of the service provided is adhered to. You should be flexible to work in shifts.
If you thrive in a dynamic, collaborative workplace, IBM provides an environment where you will be challenged and inspired every single day. And if you relish the freedom to bring creative, thoughtful solutions to the table, there's no limit to what you can accomplish here. Responsibilities :
  • Monitors and provides feedback to the associates daily performance by evaluating transactions, quality of service based on IBM s and client s goals and expectations.
  • Generates regular evaluation reports and daily communication forms to update process Leaders, Trainers, agents and management. Follows up on any action plans to problems /issues documented in the reports.
  • Performs internal quality audit in accordance to QMS requirements and review existing documentation
  • Attends and participates in calibration sessions (internal and external) to ensure consistency in scoring evaluations.
  • Conducts quality audit of transactions through ANSI Acceptance Sampling Audit Methodology*
  • Transactions and Requests sampled are audited end-to-end

Required Technical and Professional Expertise
  • Graduate / Post Graduate in any stream
  • Excellent communication skills in English both oral written
  • 2-3 years as Quality Executive for EDM Benefits for any International IT / ITES Company
  • Strong knowledge of MS Excel Word
  • Ability to pre-empt potential issues and reprioritize work to meet ever changing needs of customers both internal and external; proactively follows up with key customers on resolution and action plans
  • Ability to trouble-shoot and implement changes in his/her processes; ability to identify major areas of concern regarding compliance to travel policy as well as recommend measures to address identified exceptions; ability to analyse and present travel spending data in a way that will provide optimum benefits to the business
  • Ability to think through complex issues and situations and develop robust, well thought out solutions which meet the need of the business

Preferred Technical and Professional Expertise
  • Ambitious individual who can work under their own direction towards agreed targets/goals.
  • Ability to work under tight timelines and have been part of change management initiatives.
  • Proven interpersonal skills while contributing to team effort by accomplishing related results as needed
  • Enhance technical skills by attending educational workshops, reviewing publications etc.

About Business Unit
IBM Services is a team of business, strategy and technology consultants that design, build, and run foundational systems and services that is the backbone of the world's economy. IBM Services partners with the world's leading companies in over 170 countries to build smarter businesses by reimagining and reinventing through technology, with its outcome-focused methodologies, industry-leading portfolio and world class research and operations expertise leading to results-driven innovation and enduring excellence.
Your Life @ IBM
What matters to you when you re looking for your next career challenge?
Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.
Impact. Inclusion. Infinite Experiences. Do your best work ever.
About IBM
IBM s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.
Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.
Being You @ IBM
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Functional Area:  Quality (QA-QC)
Experience:  2 - 3 years
Qualification:  ("Graduation in any field")
Salary:  4.0 Lakh to 7 Lakh INR
IBM India Pvt. Limited
Job Ad publication date: 25 Feb 2021  

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