Quality Analyst(Human Resource Operations - Contact Center)

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 plans (CAPA).

;;;;;;;Identify knowledge gaps, process inefficiencies, and compliance risks impacting service delivery.

;;;;;;;Support governance reviews, internal audits, and quality assurance activities.

;;;;;;;Ensure employee interactions align with organizational policies, HR processes, regulatory requirements, and data privacy standards.

;;;;;;;Collaborate with stakeholders to drive continuous improvement initiatives and best practices across HR Contact Center operations.

;;;;;;;Support quality certification, audit readiness, and process documentation activities as required.

Required education

Bachelor's Degree

Preferred education

Master's Degree

Required technical and professional expertise

Required Experience: ;

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;;;;;;;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.

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Skills Required: ;

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;;;;;;;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.

Preferred technical and professional experience

;;;;;;;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.

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Additional Information / Pre-Employment Requirements: ;

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;;;;;;;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.

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Years of Experience:
3 to 5