QA / Trainer (RPO)

Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Your Role And Responsibilities

The QA / Trainer is responsible for ensuring service quality and capability development across Talent Acquisition Operations. This role combines transaction quality assurance with training design, delivery, and continuous improvement to drive performance, compliance, and client satisfaction.

You will monitor recruitment transactions, provide actionable feedback, and design targeted learning interventions to close performance gaps. You will also manage training initiatives, support transitions, and partner with stakeholders to maintain consistent service standards.

Key Responsibilities

Quality Analyst

• Monitors process owners performance daily by evaluating transactions based on IBM's and client's goals and expectations.
• Provides feedback to Process Owners on quality of service to ensure proper procedures, and compliance expectations are being followed and met.
• 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 with QMS requirements and review existing documentation.
• Attends and participates in meetings with leads and managers to review monitoring and evaluation tasks.
• Attends and participates in calibration sessions (internal and external) to ensure consistency in scoring evaluations.
• Investigates and reports complaints, challenges, obstacles, or questions to appropriate groups.
• Communicates with Team Leaders on program changes and communicates actions for feedback purposes.
• Maintains agents evaluation files, at defined retention period, to ensure accurate and consistent documentation is kept for dissemination to other groups and for audit purposes.
• Capture a significant amount of data which will be constantly analyzed and reported on to determine if trends are occurring that may need indicate a need for action.
  
  

Training Material Development & Facilitation

• Design and develop comprehensive training materials that cover the essential aspects of the accounts you support
• Create engaging and informative content to facilitate the understanding of IBM's processes, tools, and best practices
• Develop both technical and non-technical training materials to cater to different learning needs and skill levels
• Conduct training sessions for the teams involved in the account transition process (eg. Train the Trainer sessions, onboarding trainings, etc.)
• Facilitate interactive workshops and discussions to encourage knowledge sharing and collaboration
• Adapt your presentation style to suit the audience and ensure clear communication of key concepts
  
  

Project Management and Reporting

• Lead and manage training-related projects, ensuring timely delivery and alignment with global transition timelines
• Develop training plans and coordinate resources across geographies and functions
• Work closely with cross-functional teams, including account managers, technical experts, and subject matter experts
• Ensure effective communication and coordination among all stakeholders involved in the account transition process
• Proactively identify and address any challenges or roadblocks that may hinder the success of the transition
• Create and maintain dashboards or reports to track training effectiveness, completion rates, and stakeholder feedback
• Continuous Improvement
• Gather feedback from the transitioning teams and stakeholders to identify areas for improvement
• Continuously update and refine the training materials based on the evolving needs of the accounts and the organization
• Stay up to date with the latest industry trends and best practices related to service transitions and training methodologies
  
  

Continuous improvement

• Identify systemic gaps and recommend process, training, and quality improvements
• Update training content based on evolving client requirements and QA insights
• Stay current with TA metrics, QA methodologies, and learning best practices
  
  

Required Technical And Professional Expertise

• At least 4 years of experience in recruitment QA, training, or a combined QA–training
• Strong knowledge of recruitment lifecycle, TA processes, and performance metrics (e.g., time-to-fill, SLA adherence)
• Experience in QA methodologies, including transaction monitoring, scorecards, and audits.
• Proven experience in training design, facilitation, and capability development
• Strong analytical skills with experience in reporting, dashboards, and data interpretation
• Excellent communication, presentation, and stakeholder management skills
• Ability to manage multiple priorities and work across global teams
• Able to multitask, prioritize, and manage time efficiently
• Excellent team building and project management skills with the ability to work on multiple projects across different teams
• Client relationship management skills
• Willing to work on a shifting schedule, depending on the supported account's location
  
  

Preferred Technical And Professional Experience

• Experience in BPO or RPO environments
• Familiarity with HR systems such as SAP, PeopleSoft, or similar platforms
• Experience with learning tools, LMS platforms, and project management tools
• Knowledge of training needs assessment and program evaluation