499 Call Quality Jobs - Page 18

Greetings From Scorelabs Inc ! Responsible to audit calls and provide feedback to the associates. Responsible for improvement in agent quality performance. Should Be Fluent In English + Tamil + Hindi Required Candidate profile Mandatory experience of QA in a BPO (Domestic Voice) Person Should have 3 years of Exp In QA Work Location - Hyderabad 6 days working Day Shift, Sunday Fixed Week Off call Vandana - 8464822386

locationsIN - PUNE III GLOBAL BUSINESS SVCS - GBS (INMHH) time typeFull time posted onPosted 15 Days Ago time left to applyEnd DateJune 9, 2025 (30 days left to apply) job requisition idR25013893 Before you apply to a job, select your language preference from the options available at the top right of this page. Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrowpeople with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level. About The Role : Summary This position is responsible for monitoring and executing day-to-day operations of the contact center teams. This position analyzes production, quality, and cost information to identify challenges and provide recommendations for improvement. This position manages others within the department. The Supervisor will be responsible for meeting the business KPIs and goals. This position manages CCRs on call quality to ensure customer interactions are complete, accurate and professional. He/she develops action plans and works side-by-side with most help needed employees to provide instruction and assistance. This position handles escalated customer calls/emails to ease customer concerns and improve customer satisfaction and perception. He/she supervises operation to ensure proper customer experience, first contact resolution, accuracy, and quality levels are met. This position makes recommended operational changes (i.e., equipment, tool and staffing) as needed to ensure calls are handled efficiently and service commitments are met. Responsibilities: Checks customer call report data for problems and trends to identify areas for improvement and opportunities for policy and procedure changes. Assesses performance indicators to determine areas meeting and falling below business expectations. Conducts operational audits to ensure effective operational performance. Identifies and suggests end-to-end process improvements to improve contact center operations. Determines employees' training needs to produce continuous development plans. Provides on-going feedback and support to improve performance. Conducts performance evaluations in a consistent, fair and objective manner to encourage continuous performance improvement. Resolves individual and group performance issues in accordance with UPS's policies and procedures in a timely manner to motivate and foster teamwork. Qualifications: Bachelors Degree in any stream Proficient in MS Office Tools Experience: Preferred minimum 1 year experience in managing international call centers Preferred minimum 1 year experience in team handling Requirements: Ready to work in India night shifts Flexible with shifts and days Need to work from office Employee Type: Permanent UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.

Job Description Position: Quality Analyst Location: Noida Department: Quality Team Salary: Upto 40K CTC *** IMMEDIATE JOINER'S REQUIRED OR MAXIMUM 10 DAYS*** Overview: We are seeking a detail-oriented Quality Analyst with a strong background in sales to join our dynamic team. The ideal candidate will ensure the highest quality of our sales processes and deliverables, helping to enhance customer satisfaction and drive revenue growth. Key Responsibilities: Quality Assurance: Develop and implement quality assurance processes for sales activities. Conduct regular audits of sales calls, emails, and customer interactions to assess compliance with company standards. Identify areas for improvement and recommend solutions to enhance sales performance. Data Analysis: Analyse sales data to identify trends, patterns, and areas for improvement. Create reports and dashboards to communicate findings and support decision-making. Collaboration: Work closely with sales teams to understand processes and identify quality gaps. Collaborate with training teams to develop materials that address identified quality issues. Customer Feedback: Gather and analyse customer feedback to assess the effectiveness of sales strategies. Develop actionable insights to enhance customer experience and satisfaction. Training and Support: Assist in the onboarding and continuous training of sales staff on quality standards and best practices. Provide ongoing support and coaching to improve sales techniques and customer interactions. Continuous Improvement: Stay updated on industry trends and best practices in quality assurance and sales. Foster a culture of quality within the sales team by promoting best practices and recognizing high performance. Root Cause Analysis: Conduct root cause analysis (RCA) in identified defects/errors and suggest preventive measures for future releases. Qualifications: Any Bachelor's degree 2+ years of experience in a sales/ Customer Service role as Quality Analyst, with a proven track record of achieving targets. 2+ years of experience in quality assurance or a related field. Strong analytical skills with the ability to interpret data and make informed decisions. Excellent communication and interpersonal skills. Proficiency in CRM software and data analysis tools. Preferred Skills: Experience in developing quality metrics and performance indicators. Familiarity with customer relationship management and sales enablement tools. Knowledge of quality management methodologies (e.g., Six Sigma) Contact - Bhavneet Kaur (8130575252)

Must have Min 1+yrs Exp as Quality Analyst from International Voice process BPO Need Immediate Joiner Only Must know Quality QC Metrics. Excellent Comms required US Shifts Call 8447780697 send CV monu@creativeindians.com

Job Title: Training and Quality Specialist Department: Sales B2C Location: Noida Reports To: Training Manager Job Type: Full-Time Position Summary: We are looking for a detail-oriented and proactive Training and Quality Specialist to support our Sales B2C department. This role is responsible for conducting quality audits of sales interactions and assisting with the delivery of training programs to improve overall sales effectiveness and customer experience. Key Responsibilities Quality Assurance & Audits Conduct regular audits of sales calls, emails, and other customer interactions to ensure compliance with company standards, sales processes, and customer service expectations. Evaluate communication quality, product knowledge, and policy adherence using established QA scorecards. Provide actionable feedback to sales agents and work with supervisors to address performance gaps. Maintain accurate QA records and generate regular reports on findings and trends. Training Support Assist in the delivery of onboarding and ongoing training for new and existing sales staff. Support the development of training materials, including presentations, guides, and e-learning content. Facilitate refreshers, and coaching sessions in collaboration with senior trainers or managers. Gather feedback from trainees and contribute to training improvement efforts. Cross-functional Collaboration Work closely with team leads, supervisors, and QA analysts to ensure training and quality initiatives are aligned with business goals. Escalate recurring issues and recommend process improvements to training or QA leadership. Qualifications & Skills Bachelors degree preferred or equivalent work experience. 1-3 years of experience in sales quality assurance or training, ideally in a B2C environment. Strong communication and coaching skills. Attention to detail and ability to analyze performance data. Proficiency with CRM systems (ZOHO) and QA tools. Comfortable presenting in group settings and working independently. Experience with AI based audit is a plus.

Key Responsibilities: Listen to and evaluate outbound telemarketing calls for quality, accuracy, and compliance Ensure callers follow approved scripts, pitch property details correctly, and qualify leads appropriately Maintain audit logs and share structured feedback with team leaders Highlight recurring call issues and help improve overall tele-calling quality Generate weekly reports on audit findings and performance trends Requirements: Min 2+ years of experience in call auditing or telemarketing QA Familiarity with real estate terminology is a plus Strong attention to detail and listening skills Proficiency in Excel and basic reporting tools Ability to provide clear and constructive feedback Note : - 6 Days work ( Weekends Working ) Perks and benefits:- International Trips Spot Incentives Medical Insurance Rewards Etc Regards, Vinoth HR-G Square Groups 9962857002 vinoth@gsquarehousing.com Location:- G Square Housing Menon Eternity, 8th Floor, 1st Main Rd, Austin Nagar Alwarpet , Chennai-600018.

Having Minimum 2 to 5 years of Quality Analyst in BPO. Experience in Call barging & auditing in BPO. Must have good communication in English,Hindi and analytical skills. Track Associate performance. Required Candidate profile 1.Communication Skills 2.Must be from BPO 3.Customer Service 4.Problem-Solving 5.Technical Proficiency 6.Adaptability Perks and benefits Performance Linked Incentive

IT tickets (Incidents, Service Requests, Changes, Problems) ,SLA, OLA, ITSM, BMC Remedy, JIRA Service , ITIL Certification ,

Job Title: Quality Analyst Location: Bangalore Working Days: 6 Days a Week ( Sunday week off ) Must Know anyone (1) of these regional language : 1.Hindi 2. Marathi 3.Gujarati 4.Kannada 5.Tamil 6.Malayalam 7.Telugu 8.Bengali Salary: As per the candidates last drawn salary and experience Roles and Responsibilities Conduct quality analysis to identify areas of improvement in call center operations. Perform root cause analysis on customer complaints and feedback to resolve issues promptly. Develop and implement quality improvement initiatives using tools like Pareto charts, Fishbone diagrams, and Control Charts. Collaborate with team members to ensure adherence to quality standards during call monitoring sessions. Provide training and coaching to agents on quality processes and procedures. Desired Candidate Profile 2-7 years of experience in BPO/Call Center industry with a focus on Quality Analysis or related field. Strong understanding of QC tools such as Call Audit, Call Calibration, Feedback, Pareto Analysis, Root Cause Analysis (RCA), Six Sigma Quality Methodologies. Excellent communication skills for effective collaboration with cross-functional teams. Interested candidates are welcomed to apply by sharing your CV at rozy.rozy1@teleperformancedibs.com

Min 2 yr BPO Sr Quality Manager Exp from BPO Industry Manage BPO Quality Team Call Callibration, Audit, Score WFO- KOL/ Lucknow only- APPLY ONLY IF CAN RELOCATE in Kolkata and Lucknow not any position in Delhi/NCR and Bangalore,Hyderabad and Pune Required Candidate profile WFO- KOL/ Lucknow only- APPLY ONLY IF CAN RELOCATE in Kolkata and Lucknow not any position in Delhi/NCR and Bangalore,Hyderabad and Pune Call/whatsapp CV Amit 8851792136, Neha 8287267407

Job Overview: As Quality Analyst for at Vindhya, you will play a crucial role in ensuring that all customer interactions are of the highest quality and meet the company's standards. Your primary responsibility will be to monitor, evaluate, and provide feedback on customer interactions handled by the agents. Your aim will be to improve overall customer experience, agent performance, and adherence to organizational guidelines. Responsibilities: Call Monitoring and Evaluation: Performance Analysis: Training and Coaching Reporting and Documentation Root Cause Analysis: Continuous Improvement: Calibration Sessions: Qualifications: 1. Bachelor's degree or PUC with an equivalent experience as a Quality Analyst. 2. Proven experience as a Quality Analyst or a similar role in a BPO environment. 3. Excellent listening, analytical, and problem-solving skills. 4. In-depth knowledge of customer service principles and practices. 5. Familiarity with relevant call center software and/or tools as applicable. 6. Strong attention to detail and ability to multitask effectively. 7. Outstanding communication skills, both written and verbal. 8. Ability to provide constructive feedback in a positive and encouraging manner. 9. Flexibility to adapt to changing business needs and priorities. 10. A customer-centric mind set with a commitment to delivering exceptional service. Working place and Hours: 1. Work place: Vindhya Head Office Rajaji Nagar, Bangalore 2. General Shift: 9.30AM -6.30PM 3. Days: Monday to Saturday

Job Description: We are seeking a highly skilled and experienced QA Executive. In this role, you will collaborate with cross-functional teams to develop and implement quality systems, policies, and procedures. You will conduct regular audits, analyze data, and generate reports to identify areas for improvement. Additionally, you will provide training to employees on quality standards and best practices. Key Responsibilities: 1. Mentor and develop the team. 2. Evaluate calls by way of Live call Barging, Mock calls, Recorded calls, chats and e-mails. 3. To Monitor the Quality performance of employees during the calls & provide feedback 4. To enhance the quality, productivity & presentation of calls 5. To prepare a report after evaluating all employees 6. Assisting in process improvement initiatives 7. Need to take projects 8. Execute and follow up on the Coaching & Action Plans 9. To follow quality processes thoroughly using checklist standards 10. Participate in huddle sessions, and share inputs with Team members related to error trends, process updates, and tech issues. Working in close tandem with Asst. Mgrs and other owners on the process for an excellent team and process performance 11. Coordinate calibration sessions and adherence towards enhancing calibrated process performance. 12. Identify training needs and organize training interventions to meet quality standards. 13. Need to identify the projects & review project improvement teams and results.

Skill required: Customer Operations - Non Voice - Service Desk Non-Voice Support Designation: Customer Service Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years What would you do? CSR is primarily responsible for providing customer service support according to the scope of work and service level requirements. This includes ensuring call quality and quantitative standards are observed in meeting customer care needs and resolving them in a timely fashion.Customer Operations - Voice - Help desk role - ticket resolution/Chat supportRecording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web and chat. What are we looking for? Work on a shifting schedule and during holidays as needed Work in office facility and at home Excellent English Communication Skills demonstrated by having a local Berlitz rating of B1T, or B2 and higher (For offshore resources) Experience in customer care, sales, tech support and/or similar accounts, required Experience in broadband and/or TV troubleshooting, recommended but not required Roles and Responsibilities: Provide support for resolution of customer problems, issues, requests and queries. Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents. Primary responsibilities are focused on customer contact, not transaction processing. To perform assigned skill sets and its corresponding activities and tasks efficiently. To support & record a variety of customer service issues through telephone from customers. Validate, investigate and resolve these issues within established guidelines. This includes coordinating with the escalation path which may include but not limited to internal Accenture or Client. To provide first-level troubleshooting on customer home broadband, tv, and phone setup and connectivity issues To provide recommendations to customers on new product, packages, upsells, and cross-sells that match the customer's lifestyle needs and generate additional revenues as a result To provide customers with a positive call experience by exhibiting positive call conversation behaviors and etiquette, a sense of urgency, knowledge in the product and service, genuine concern for the customer, with timely and efficient resolution of issues. To promote and maintain a high level of professionalism, reliability, and work attitude through attendance, metric performance, and interaction with peers and management. To promote, proactively maintain & enhance positive relationships for Client/Customers/Accenture through excellent performance of accountabilities. Qualification Any Graduation

Leading BPO in Bangalore Hiring for Sr Quality Analyst International Voice Process Must have minimum 1 year experience in Quality in International BPO in Voice process Must have Experience in International BPO BPO Only Graduate 5 Days Working Cabs in ODD Hours Shifts 24*7 Responsibilities: • Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email • Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners) • Participate in calibration and call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practice implementation • Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes • Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies • Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable) • Contribute to maintaining forms and legends documents • Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals Mail your cv at simmi@hiresquad.in or call a 8467054123

Need Min 1+yrs exp as a Quality Analyst from International Voice Process BPO. Quality Analyst on papers from International Voice process. Must know RCA/QC tools/Audit Process. US Shifts Fluent English Call 8447780697 send CV monu@creativeindians.com

Dear Candidate, We have an urgent requirement for Voice & Accent trainer for Gurgaon location. Below are the details Interested candidates can share their resumes on swati.gupta@niit.com or whatsapp on 9773902349. JD : The trainer should be able to deliver on the following: Should have core expertise in V&A Training. Floor support, Should have conducted V&A and Accent neutralization sessions. Know about training delivery and feedback techniques on communicative skills and soft skills in Australian V&A. Monitor calls and share feedback on CTQ parameters. Coaching the bottom quartile and showing an improvement in call & and email quality Well-versed in Soft Skill & VnA and training methodologies Floor Support experience. Exposure to Quality improvement Audits and Soft Skill Training Develop and formulate customer experience training curriculum, conduct group training and individual coaching and knowledge assessment to new and existing agents with the objective of ensuring superior and consistent service quality Utilize effective presentation and facilitation skills including creative training techniques and accelerated learning techniques using a variety of training delivery modalities in a classroom/virtual environment. Must have worked on Net promoter Score Shift Timings :US Shifts City:Gurgaon Mode : Classroom No of working Hours-5 days/ 10 hours Assignment duration -6 months extendable based on performance Start date Immediate

Responsibilities: * Conduct call audits & calibrations * Ensure quality through analysis & feedback * Monitor calls for compliance with standards * Control quality through regular checks * Perform quality assurance activities Provident fund

Min 1.5yr BPO Quality Manager Exp on the paper, AM/DM cannot apply Manage BPO Quality Team Call Callibration, Audit, Score , CSAT Call/whatsapp CV Amit 8851792136, Neha 8287267407 Required Candidate profile Work from Office Bhubaneswar only not for Delhi/NCR neither Kolkata.Apply those who can relocate in Bhubaneswar GRADUATE Call/whatsapp CV Amit 8851792136, Neha 8287267407

Minimum 1 year EXP as a Quality Analyst & total 3 years Exp in BPO. experience in E-commerce industry will be added advantage 6 days working (1 day rotational off) Graduate should be fluent in English & Hindi communications. Connect on 7697428237 Required Candidate profile Knowledge of TNA / TNI / BQ management / Quartile management / Call Quality Analysis / should have good Presentation skills,excel and report preparing. Candidate should have good Presentation skills.

We are urgently hiring a Team Leader for International Voice Process. Job Title : Team Lead; Location: Bangalore Working Hours/ Days: 9 Hours / 5 Rational Days a Week Shift: Rotational Night shifts. Key Responsibilities: Team Management: Lead, mentor, and motivate a team of customer service representatives. Conduct regular team meetings, one-on-ones, and performance reviews. Address team concerns and provide feedback for continuous improvement. Performance Monitoring: Monitor and analyze team performance metrics (e.g., call handling time, customer satisfaction scores, adherence to scripts). Set and track performance targets and KPIs. Implement strategies to achieve and exceed performance goals. Quality Assurance: Ensure adherence to quality standards and protocols. Conduct regular quality checks and audits of calls. Provide coaching and training to enhance service quality. Operational Management: Manage daily operations to ensure efficient workflow and resource allocation. Handle escalated customer issues and complaints. Collaborate with other departments to resolve complex issues. Reporting: Prepare and present regular performance reports to senior management. Analyze trends and identify areas for improvement. Recommend and implement process improvements. Training and Development: Identify training needs and coordinate training sessions. Foster a culture of continuous learning and development within the team. Compliance: Ensure compliance with company policies, procedures, and regulatory requirements. Maintain up-to-date knowledge of industry trends and best practices. Experience: Minimum 5 years of experience in a contact centre environment. Proven experience in a supervisory or team leader role, preferably in an international voice contact centre. Skills : Excellent leadership and people management skills. Strong analytical and problem-solving abilities. Exceptional communication and interpersonal skills. Ability to work in a fast-paced and dynamic environment. Proficiency in using contact center software and CRM systems. Other Requirements: Flexibility to work in different shifts, including nights and weekends. Strong understanding of customer service principles and practices. Ability to handle high-pressure situations calmly and effectively. Please send your CVs to Preetham.hr@sagilityhealth.com Job Requirements: Education: Bachelor's Degree (Mandatory) Experience: Minimum 5 + years of total experience in an International Voice Process (US, UK, Australian, Canadian, or ANZ markets). Minimum 1+ year of experience specifically as a Team lead\Team coach in an Inbound or outbound Voice Process . Skills: Excellent command over English (spoken and written). Team handling, customer service, compliance protocols, and quality standards. Strong knowledge of quality monitoring tools, call auditing frameworks, and contact center KPIs (AHT, CSAT, NPS, FCR, Quality Scores). Proficient with CRM systems, QA software, and reporting tools. High attention to detail, analytical thinking, and problem-solving skills. Ability to deliver constructive feedback and influence agent performance positively. Additional Requirements: Flexibility to work in rotational night shifts (Mandatory). Immediate joiners preferred. Interested Candidates can share your updated Cv to : anitha.c@sagilityhealth.com

We are urgently hiring a Quality Analyst for US Voice Process . This role focuses on auditing customer interactions, Call auditing and monitoring, coaching agents for service improvement, and ensuring compliance with quality and customer service standards. The candidate must have a strong background in international voice processes with proven quality evaluation expertise. Key Responsibilities: Quality Monitoring & Evaluation Audit live and recorded inbound calls to assess customer interactions against quality benchmarks. Evaluate performance based on call handling skills, process adherence, compliance, and customer experience. Coaching & Feedback Deliver timely and actionable feedback to agents through one-on-one sessions. Partner with Team Leaders and Trainers to drive performance improvements and close skill gaps. Process Improvement & Compliance Identify trends, agent errors, and operational gaps based on audits. Recommend process and policy changes to enhance customer satisfaction and compliance. Ensure compliance with internal quality standards and regulatory requirements (e.g., HIPAA where applicable). Reporting & Analytics Maintain and share detailed quality audit reports, highlighting strengths, improvement areas, and action plans. Analyze quality scores, CSAT/NPS trends, and drive continuous improvement initiatives. Calibration Participate in regular calibration sessions with QA, Operations, and Client teams to ensure scoring consistency and alignment. Job Requirements: Education: Bachelor's Degree (Mandatory) Experience: Minimum 4+ years of total experience in an International Voice Process (US, UK, Australian, Canadian, or ANZ markets). Minimum 1+ year of experience specifically as a Quality Analyst/Auditor in an Inbound or outbound Voice Process . Skills: Excellent command over English (spoken and written). Strong knowledge of quality monitoring tools, call auditing frameworks, and contact center KPIs (AHT, CSAT, NPS, FCR, Quality Scores). Proficient with CRM systems, QA software, and reporting tools. High attention to detail, analytical thinking, and problem-solving skills. Ability to deliver constructive feedback and influence agent performance positively. Additional Requirements: Flexibility to work in rotational night shifts (Mandatory). Immediate joiners preferred. Strong understanding of customer service, compliance protocols, and quality standards. Interested Candidates can share your updated Cv to : anitha.c@sagilityhealth.com

Ensuring Compliance Call Quality Monitoring Process Improvement Leading and managing a team of quality assurance professionals, providing guidance, training, and support. Customer Satisfaction Reporting and Communication Training and Development

As Service Associate -Payroll,you will be supporting the end-to-end payroll related activities while ensuring you are in adherence to the policies and processes. Your primary responsibilities include: Process any payroll data in accordance with legal, IBM and the customer requirements related to personal data protection Ensure the timeliness of payroll processing (sending inputs to payroll services providers, approving payrolls) Ensure the timeliness of payroll payments processing (requesting uploads and payments releases, uploading payroll payments into the bank system, monitoring the rejected payments) Carry out the validation of payroll inputs and the reconciliation of output files and properly handle any discovered errors/discrepancies Monitor execution of compliance activities if required Perform any activities related to electronic payslips handling Communicate any risks to payroll process or deadlines in accordance with escalation paths Interact with employees, client, payroll stakeholders or third party providers to process payroll data and ensure the correct and timely pay Report the status of payroll cycle in a timely and accurate manner Support year end processes or any other country specific processes not related to monthly payroll cycle Initiate and actively supporting any continuous improvement activities or other process and/or tools improvements using the existing change management channels Required education Bachelor's Degree Preferred education Master's Degree Required technical and professional expertise 2-3 years’ experience in payroll operations for any International IT / ITES Company Good communication skills in English both oral & written Strong knowledge of MS Excel and MS 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 think through complex issues and situations and develop robust, well thought out solutions which meet the need of the business Effectively Works with Others - Works well with internal customers and external suppliers and can positively influence others in problem solving and work process improvements Excellent Customer Service skills – ability to communicate to all people at all levels within the organization. Must have the ability to resolve difficult customer service issues High degree of numeracy skills with meticulous attention to details Team work – the ability to work well within the team is key to this role Preferred technical and professional experience 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.

As an Assistant Manager - Payroll, you will be supporting the end-to-end payroll related activities while ensuring you are adhering to the policies and processes. Your primary responsibilities include: Process payroll data in accordance with legal, IBM and customer requirements related to personal data protection Ensure the timeliness of payroll processing (sending inputs to payroll services providers, approving payrolls) Ensure the timeliness of payroll payments processing (requesting uploads and payments releases, uploading payroll payments into the bank system, monitoring the rejected payments) Carry out the validation of payroll inputs and the reconciliation of output files and properly handle any discovered errors/discrepancies Monitor execution of compliance activities if required Perform any activities related to electronic payslip handling Communicate any risks to thepayroll process or deadlines in accordance with escalation paths Interact with employees, clients, payroll stakeholders or third-party providers to process payroll data and ensure the correct and timely pay Report the status of thepayroll cycle in a timely and accurate manner Support year-end processes or any other country-specific processes not related to themonthly payroll cycle Initiate and actively support any continuous improvement activities or other process and/or tool improvements using the existing change management channels Required education Bachelor's Degree Preferred education Master's Degree Required technical and professional expertise Graduate or postgraduate with 6-8 years of experience in payroll operations for any International IT / ITES Company Good communication skills in English both oral & written Strong knowledge of MS Excel and MS 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 think through complex issues and situations and develop robust, well-thought-out solutions that meet the needs of the business Effectively Works with Others - Works well with internal customers and external suppliers and can positively influence others in problem-solving and work process improvements Excellent Customer Service skills – ability to communicate to all people at all levels within the organization. Proven experience in People management will be an added advantage. Must have the ability to resolve difficult customer service issues High degree of numeracy skills with meticulous attention to detail Teamwork – the ability to work well within the team is key to this role Preferred technical and professional experience 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.

1. Listen to and evaluate recorded/live calls to assess the quality, tone, adherence to process, and compliance. 2. Identify areas of improvement and provide actionable feedback to team leads or agents.