Quality Analyst(Human Resource Operations - Contact Center)

Required Experience:

Graduate or Postgraduate degree in Human Resources, Business Administration, Commerce, or a related discipline.

35 years of experience in Quality Assurance, HR Contact Center Operations, HR Shared Services, Employee Services, or Customer Service environments.

Experience conducting quality audits across calls, emails, chat, and case management platforms.

Strong understanding of quality frameworks, audit methodologies, and service delivery standards.

Experience analyzing performance trends and providing actionable recommendations for improvement.

Exposure to coaching, feedback sessions, and performance improvement initiatives.

Experience supporting compliance, risk management, and governance activities.

Ability to collaborate effectively with operations, training, and business stakeholders.

Skills Required:

Excellent verbal and written communication skills in English.

Strong analytical and problem-solving capabilities.

Ability to provide constructive feedback and influence positive behavioral change.

Strong attention to detail and commitment to accuracy.

Ability to identify trends, patterns, and improvement opportunities through data analysis.

Strong stakeholder management and collaboration skills.

Proficiency in MS Office applications, particularly Excel, Word, PowerPoint, and Outlook.

Ability to manage multiple priorities and meet deadlines in a fast-paced environment.

Strong organizational and documentation skills.

Ability to maintain confidentiality and handle sensitive employee information professionally.

Experience in HR Shared Services, HR Operations, or Employee Contact Center environments.

Exposure to quality management systems and operational excellence methodologies.

Knowledge of Lean, Six Sigma, Continuous Improvement, or Root Cause Analysis methodologies.

Experience working with quality monitoring and case management tools.

Knowledge of workforce management and operational performance metrics.

Certification in Quality Assurance, Lean Six Sigma, COPC, or related disciplines is an added advantage.

Additional Information / Pre-Employment Requirements:

Selected candidates will be required to undergo a comprehensive background verification process. This verification may take up to 6 weeks to complete, and employment will be subject to successful clearance.

Candidates should be willing to work in a global service environment and support multiple regions and time zones.

Flexibility to work rotational shifts, including night shifts, may be required based on business needs.

The role requires close collaboration with operational teams, training teams, and leadership stakeholders to drive quality excellence.