Sr. Process Analyst (Quality Analyst) Human Resource Operations - Edm
IBM · Bengaluru · onsite · Posted 50d ago
Undisclosed3–5 yrsfulltimeSourced from
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About this role
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 good 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
3 to 5
Sourced from naukri
Skills
resourceProgram ManagementAgileResource Managementprocess analysisBusiness AnalysismanagementProject ManagementStakeholder ManagementoperationsPMOProject PlanningOperations ManagementprojectHuman Resource Management
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